• Mr. Abhijit Mohanty

Indian Banking sector has undergone tremendous change since economic reform took place during 1990s. As per the reports, , the Indian banking industry holds a strong potential to turn into the world’s third largest banking sector by 2025. The level of competition is increasing and banks are losing profit. Satisfying customers through superior service and handling service failure with proper service recovery strategies are two crucial elements to maximize customer satisfaction. The primary or important objective of the study is “to examine and compare the impact of perceived service quality and service recovery on customer satisfaction in public and private sectors in India The research is a descriptive study. The data used are collected from both primary and secondary sources. A purposive sampling method was adopted to draw sample of 342 customers from selected commercial banks operating in Odisha. The survey method was adopted to collect data from the respondents. A self-administered survey method was adopted to collect responses from customers having accounts in the selected banks. The structural equation modeling using AMOS was employed to verify the implication of relationships between the variables depicted in conceptual framework in respect to public and private sector banks. Based on the findings the recommendations for the both public and private sector banks were made at the end.

service quality, service recovery, customer satisfaction, Indian banks

"SERVICE QUALITY AND SERVICE RECOVERY INFLUENCING CUSTOMER SATISFACTION: A COMPARATIVE STUDY BETWEEN INDIAN PUBLIC AND PRIVATE SECTOR BANKS", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.7, Issue 12, page no.1163-1181, December-2020, Available :http://www.jetir.org/papers/JETIR2012357.pdf

"SERVICE QUALITY AND SERVICE RECOVERY INFLUENCING CUSTOMER SATISFACTION: A COMPARATIVE STUDY BETWEEN INDIAN PUBLIC AND PRIVATE SECTOR BANKS", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 12, page no. pp1163-1181, December-2020, Available at : http://www.jetir.org/papers/JETIR2012357.pdf