User Perception of Retail Banking Services: A Comparative Study of Public and Private Sector Banks

R A Ravi

The IUP Journal of Bank Management, 2008, vol. VII, issue 2, 32-46

Abstract: Due to increasing competition in retail banking, understanding the customer perception about service quality is becoming indispensable. The private sector banks are posing a very stiff competition to the public sector banks through their initiatives for meeting customer expectations and gaining a cutting edge. This is reflected by the increasing market share and better profitability of private banks in comparison to that of public sector banks. At the same time, public sector banks have also responded to the challenges posed by the private sector banks through conscious efforts to enhance their service quality. This study compares public sector banks and private sector banks in terms of user perception of their retail banking services.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:7:y:2008:i:2:p:32-46

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