• Dr. Harikumar P.N.
• Wilson C. Thomas

Customer experience arises out of the interactions that took place between customers and customer touch points. The possibility for multi-channel interactions in the banking sector demand for measuring customer experience at different touch points and it impact on the overall customer experience. The prominent players in the banking sector public sector banks and private sector banks have transformed themselves to provide better experiences. The present research compares the public and private sector banks with respect to the customer experience factors. The results of the study revealed that customer experience factors are present at varying intensity levels in the public sector banks and private sector banks. Core services of the private sector banks offer superior customer experience and differentiates private sector banks from public sector banks.

Customer experience, Touch Points, Core Services, Value Added banking Services, Service Process

"CUSTOMER EXPERIENCE FACTORS OF PUBLIC AND PRIVATE SECTOR BANKS IN KERALA", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.536-541, June 2019, Available :http://www.jetir.org/papers/JETIR1906T63.pdf

"CUSTOMER EXPERIENCE FACTORS OF PUBLIC AND PRIVATE SECTOR BANKS IN KERALA", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp536-541, June 2019, Available at : http://www.jetir.org/papers/JETIR1906T63.pdf