| Customer satisfaction is one of the parameters for judging the efficiency of banking system. With increasing use of technology and plethora of products offered by the banks, one of the important discerning point for customer to open their account is the speed, convenience and customer service rendered by the bank. The banks are now ready to face the nuances of the customer and they are striving hard to keep themselves up to the expectations of the customer. In the real sense customer in now king. Satisfaction is customer's emotional response or feeling of pleasure or displeasure to perceived quality. This research paper attempts to make a comparative analysis of customer's satisfaction of public & private sector banks in India. The research work is descriptive in nature and both primary and secondary data has been used. The general myth that public sector banks are not customer pro-active and are deficient in providing quality customer service, has been demystified by this research. The study brings out that level of satisfaction of customers of public sector banks is found to be higher as compared to private sector banks. However, there is always scope for improvement and the banks must make sustained effort to increase the quality and take it to the next higher level of satisfaction known as “customer delight”. |