COMPARATIVE ANALYSIS OF ONLINE SERVICES OF PUBLIC, AND PRIVATE SECTOR BANKS OF INDIA IN TERMS OF CUSTOMER SATISFACTION
The objective of this research is to compare consumer satisfaction with online services provided by Indian public and private banks. Additionally, the managements of India’s public and Private sector banks should get direction from this report on how to conduct themselves in the market. The survey was conducted through online mode in selected cities of the India. The objective of this research is to quantify public and private banks' perceptions in India in order to evaluate the calibre of online services and the influence of expectations on perceived quality levels. On the basis of the available literature and the modified SERVQUAL model, testing and final findings on the degree of quality of Public and Private Bank's online services were conducted.
Customer Satisfaction, Online Service, Public Banks, Private Banks, SERVQUAL.