• Sunita

With the advent of privatisation and due to entry of various service providers in the market, the banking customers have ample of brands to select so as to get banking services. The aim of this study was to establish a relationship between the variables-service quality and customer satisfaction in banking industry. Among banking industry equal number of respondents are chosen from both selected public and private sector banks so as to analyse the service quality factors affecting the level of satisfaction in selected private and public sector banks. For the purpose of the present study various tools such as descriptive analyses, correlation analysis, independent t-test, Annova, multiple regression, test of multicollinearity etc. with the extensive use of SPSS software packages have been applied. The research concluded that the key indicator of service quality in both public and private banks is assurance dimension showing that banks are polite and courteous in dealings, customer feel safe with the transactions etc. The overall ratings of service quality of private sector are found to be better by the customer as compared with public sector banks.

service quality, customer satisfaction

"Measuring Service Quality and Customer Satisfaction: A Study of Selected Banks In Chandigarh", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 12, page no.516-522, December-2019, Available :http://www.jetir.org/papers/JETIR1912066.pdf

"Measuring Service Quality and Customer Satisfaction: A Study of Selected Banks In Chandigarh", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 12, page no. pp516-522, December-2019, Available at : http://www.jetir.org/papers/JETIR1912066.pdf