21, February 2026

Service Quality Influences on Customer Satisfaction in Public vs Private Sector Banks: A Comparative Study

VOLUME-12; ISSUE-2; FEB-2026

Author(s): Dr. Seema Yadav

Authors Affiliations:

(Assistant Professor)

Agrasen P.G. College, Sikandrabad, Bulandshahr

Chaudhary Charan Singh University, Meerut

syseemabhu@gmail.com

DOIs:10.2015/IJIRMF/202602008     |     Paper ID: IJIRMF202602008


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Service quality has become a critical factor influencing customer satisfaction in the increasingly competitive banking sector. With the coexistence of public and private sector banks in India, understanding differences in service delivery and their impact on customer satisfaction is of considerable academic and managerial importance. This study examines how service quality influences customer satisfaction in public and private sector banks using the SERVQUAL model, which evaluates service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The study adopts a quantitative and comparative research design. Primary data were collected from 300 bank customers, comprising 150 respondents each from public and private sector banks, using a structured questionnaire based on the SERVQUAL framework. Descriptive statistics, independent sample t-tests, correlation analysis, and multiple regression analysis were employed to analyze the data

Service Quality; Customer Satisfaction; SERVQUAL Model; Public Sector Banks; Private Sector Banks; Banking Services; India

Dr. Seema Yadav  (2026); Service Quality Influences on Customer Satisfaction in Public vs Private Sector Banks: A Comparative Study, International Journal for Innovative Research in Multidisciplinary Field, ISSN(O): 2455-0620, Vol-12, Issue-2, Available on –   https://www.ijirmf.com/

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