• Dr. Namrata Maheshwari

This paper attempts to make a comparative analysis of the service gaps in public and private banks and level of customer satisfaction towards the services provided by State Bank of India and HDFC bank in Kolkata city based on questionnaire method and a sample of 165 customers consisting of respondents using both or either of the respective banks has been selected using purposive sampling technique. The SERVQUAL model analysis is conducted with all its five service dimensions and Gap analysis. Hypothesis testing is done by incorporating Factor Analysis , Paired T test and Chi-Square test .This study concludes that private sector banks are more preferred by majority of the customer as they emphasize more upon relationship building with their clients and are better equipped with modern infrastructure as compared to public sector banks. Service gaps across all dimensions of public sector bank is much more compared to private sector.

Banks, Customer satisfaction, Expectations, Gap analysis, Perceptions, SERVQUAL model

"Service Quality Gap Analysis: Comparative Analysis of Public and Private Sector Bank in India", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.782-788, June 2019, Available :http://www.jetir.org/papers/JETIR1906H90.pdf

"Service Quality Gap Analysis: Comparative Analysis of Public and Private Sector Bank in India", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp782-788, June 2019, Available at : http://www.jetir.org/papers/JETIR1906H90.pdf