The document analyzes customer satisfaction levels between public and private banks in India. A survey of 200 customers found that private banks provided better customer service and facilities. Customers were more satisfied with the behavior of employees, transaction systems, availability of ATMs, interest rates and loans at private banks compared to public banks. However, customers trusted the public banking system more. The document recommends that public banks improve infrastructure, employee training, and customer services like ATMs to increase satisfaction levels.

1. Customer Satisfaction of Public and Private Banks
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2. Name
ID:
Name
ID:
Name
ID:
Group Members
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3. OBJECTIVE OF THE STUDY
The objective of this study is to compare the public sector banks and
private sector banks in terms of customer satisfaction and to find out
the various reasons of customer dissatisfaction in these banks.
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4. Methodology
• We selected the topic by discussion amongst our group members
• Survey was conducted over 200 customers of both public and
private banks.
• Data was collected from several public and private banks.
• Collected data has been analysed vide graph and tally by using
computer.

5. INTRODUCTION
Banking sector plays an important role in any nation’s economy. There
are both public and private banks in our country which are giving
various services to their valued customers everyday. It's a well-known
fact that no business can exist without customers. Thus customer
satisfaction is very much important for survival and growth of any
bank.

6. The Need to Measure Customer
Satisfaction
• By understanding customer’s perception, banks can determine the
actions required to meet the customer‘s needs.
• Bank can identify their own strengths and weaknesses, where they
stand in comparison to their competitors.
• Customer satisfaction measurement helps to promote a increased
focus on customer outcomes and stimulate improvements in the work
practices and processes.

7. Expectations and Customer
Satisfaction
Expectations have a central role in influencing satisfaction with services,
and these in turn are determined by a very wide range of factors. Lower
expectations will result in higher satisfaction ratings for any given level of
service quality.

8. BANKING INDUSTRY: AN
OVERVIEW
FOR CENTURIES BANKS HAVE PLAYED AN IMPORTANT
ROLE IN FINANCIAL SYSTEM OF A COUNTRY. WITH
EXPANSION OF TRADE AND COMMERCE, THE CONCEPT
OF BANKING GAINED IMPORTANCE. DURING THE
MOGHUL PERIOD THE INDIGENOUS BANKERS PLAYED A
VERY IMPORTANT ROLE IN LENDING MONEY. THE
COMMERCIAL BANKS IN BD COMPRISE OF BOTH PUBLIC
SECTOR AS WELL AS PRIVATE SECTOR BANKS. THERE
ARE TOTAL 7 PUBLIC SECTOR AND 31 PRIVATE SECTOR
BANKS ARE FUNCTIONING IN THE COUNTRY PRESENTLY.
IT'S A WELL-KNOWN FACT THAT NO BUSINESS CAN
EXIST WITHOUT CUSTOMERS.

9. Data Analysis

10. Which bank provides more facilities?
Private
95%
Public
5%

11. Which bank’s environment is nicer?
Private
98%
Public
2%

12. Which bank charges more?
Private
97%
Public
3%

13. Employee’s behavior satisfaction.
Private
97%
Public
3%

14. Easy transaction system.
Private
92%
Public
8%

15. The availability of ATM Machine.
Private
98%
Public
2%

16. Which banking system is more
trusted?
Private
5%
Public
95%

17. Provide higher interest rate.
Private
99%
Public
1%

18. Getting loan easily.
Private
44%
Public
56%

19. Money transferring system.
Private
85%
Public
15%

20. Result Analysis
 Customer satisfaction level is higher in Private sector banks as compared with the Public
Sector Banks.
 Reasons of Dissatisfaction in Public sector banks.
 Behavior and attitude of the staff in public sector banks is the first reason of customer
dissatisfaction.
 Time taken to process the transaction is the second reason of customer dissatisfaction.
 Many of the services are not provided by the Public sector banks when compared with the
Private sector banks e.g.
 ATM Banking are not provided by Union Bank of Bangladesh.
 Internet Banking and Mobile banking is also not provided by many of the Public sector
banks.
 Continuous services are not provided by ATM machines installed by various Public sector
banks.

21. RECOMMENDATIONS
 The staff should be adequately trained to deal with the customer on one to one basis.
 Many public sector banks need to revive their infrastructure to have pace with the competing environment.
 Many of the services needs improvement in public sector banks e.g. ATM facilities.
 Staff should be adequately trained to encourage face to face dealing.
 Staff should be friendly and approachable.
 Clearly defined customer policy should be adopted by the banks.
 Customer’s needs should be anticipated in advance so that they can be helped out in a better way.
 Treat your customers like your friends and they'll always come back.
 Honor your promises.

22. At Last
Customer satisfaction level is higher in Private sector banks as compared with the Public Sector Banks. Reasons of
dissatisfaction in Public sector banks. Behavior and attitude of the staff in public sector banks is the first reason of customer
dissatisfaction. Time taken to process the transaction is the second reason of customer dissatisfaction. Many of the services
are not provided by the Public sector banks when compared with the Private sector banks e.g. the staff should be adequately
trained to deal with the customer on one to one basis. Many public sector banks need to revive their infrastructure to have
pace with the competing environment. Many of the services needs improvement in public sector banks e.g. ATM facilities.
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