• Sameesh Khunger
• Prof. (Dr.) Rajinder Kumar Kapil

This study looks at how different aspects of service delivery influence banking clients' overall happiness. The research includes a sample size of 720 clients from selected public and private sector banks in Haryana, India. Primary data is gathered using a questionnaire designed around eleven aspects of service quality used in the study. For this purpose, we use a variety of statistical techniques, such the mean, standard deviation, one-sample t-test, chi-square, and Cronbach's coefficient alpha reliabilities, to name a few.The study's results show a robust positive correlation between service quality and banking customers' happiness. According to the results of the regression analysis, service quality is a crucial factor in determining whether or not a client would be satisfied. Customer satisfaction is significantly affected by factors such as tangibility, responsiveness, dependability, empathy, and assurance.The findings underline the significance of banks providing excellent service to their clientele. Banks may increase customer happiness, trust, and loyalty by working to improve all aspects of service quality. The results add to the body of knowledge on banking customers' happiness and service quality management.Banks should make service quality a top priority, keep an eye on metrics, educate their staff, and have a system in place for customers to voice complaints, according to the management ramifications. Increased financial inclusion, customer loyalty, and economic development are only some of the larger advantages of improved service quality, which are highlighted by the social and political consequences.Managers in the banking industry may improve customer satisfaction by implementing the recommendations from the study. It enlightens politicians and regulators on the relevance of service quality in banking, allowing them to craft policies to safeguard customers' best interests. The banking industry and society as a whole may benefit from banks' understanding and implementation of these implications, which will lead to improved customer experiences and deeper customer connections.

Service Quality, Customer Satisfaction, Bank, India, Policy Making

"IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION LEVEL IN BANKING SECTOR", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.10, Issue 7, page no.b248-b260, July-2023, Available :http://www.jetir.org/papers/JETIR2307133.pdf

"IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION LEVEL IN BANKING SECTOR", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.10, Issue 7, page no. ppb248-b260, July-2023, Available at : http://www.jetir.org/papers/JETIR2307133.pdf