Resurgence of Public-Sector Banks vis-a-vis Private Sector Banks: A Study in the Indian Context

Abstract

The current paper evaluates the contemporary banking sector in India. The financial institutions, particularly the banking industry has come into focus ever since the financial meltdown started in mid-2008. The customers’ confidence in them has been well tested under these circumstances. Retail banking has undergone colossal transformation in terms of innovative business models, lucrative product and service offerings, multiple and friendly mode of transactions and greater customer outreach. Both the private and public banks have evolved their business strategies to befit the changing customer needs and forayed into unprecedented avenues to maximize business value. In this context, a comparative study has been undertaken here to assess the customer satisfaction in these banks and find the underlying factors which have impacted the growth of public sector banks vis-à-vis the private-sector banks. Keywords: Customer Satisfaction, Indian Banks, Public Banks, Private Banks, Retail Banking

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