A Comparative Study on Service Quality Perceived by the Customers of Public and Private Sector Banks

Abstract

The present paper investigates the perception of customers towards the service provided by the public and private sector banks. A sample of 116 customers from public and private sector banks has been taken for the study. Data have been collected through questionnaire designed on a five point Likert scale. Independent sample t-test has been used as the statistical tool to measure the difference in service quality on the variables namely tangibles, responsiveness, reliability, assurance, and ATM service quality. The analysis of the data revealed that significant difference exists in the perception of customers regarding service quality in public and private sector banks.