Author(s): Jaspreet Kaur and NitinPathak
Customer satisfaction is a parameter to check the value of the bank in the market. Service quality of the banks foster customer satisfaction in the minds of customers which helps in retaining valuable customers in the bank. The main objective of this research is to review the effect of service quality dimensions on the level of satisfaction of customers (Public sector bank). For that purpose, the information is gathered from the five banks. In this study, Banks selected on the basis of Total Assets (Money-control.com). The sample unit is based on the size of the Population. Data from 200 customers are collected in this study. The stratified random sampling plan is used for the assortment of data with a structured questionnaire. This study has focused on five basic aspects i.e., Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Descriptive statistics as well as Correlation techniques are used for the analysis of data. Result of the study shows that Public banks must focus on the tangibility, reliability and responsiveness dimensions for satisfying their clients.