Factors Influencing the Level of Perception and Satisfaction of Customers towards Service Quality of Public and Private Banks

The present study is a modest attempt to understand thefactors influencing the level of perception and satisfaction of customers towards service quality of public and private banks in India confining the research to people of Punjab. The attempt has been made to analyze the factors influencing the perception and satisfaction level of customers of public and private banks. The objective of study is to get an insight view of factors affecting customer’s satisfaction level which he thrives or want to thrive from his Bank.  The modern day customer in India is a young, energetic and techno savvy. So the driving force behind this study was to derive out factors that are important for today’s customer satisfaction derived from service quality of public and private banks. Factor Analysis had been applied to identify the factors affecting level of satisfaction of the customers for both public and private sector banks.