Research Article
Sai Akhilesh P* and V
Abstract
As economic globalization intensifies competition and creates a climate of constant change, winning and keeping customers has become all the more important. Now a days banks have realized that cost of attracting a new customer is much more than retaining existing customers, so banks are more emphasizing upon customer satisfaction. These days customers demand for top quality services and products served with minimum wait time, so customers prefer techno- savvy banks as well bankers. This paper attempts to make a comparative analysis of level of customer satisfaction towards the services provided by YES Bank and UCO bank. The study has been conducted in Warangal city based on questionnaire method and a sample of each 30 customers and employees of respective banks has been selected using convenient sampling method. The servqual model analysis is conducted with its all five service dimensions and Gap analysis. 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.