Comparing Customer Expectations And Perceptions In Public And Private Banks: Insights From Bengaluru Urban District

Abstract

Introduction: The study paper is mainly based on the comparison between perceptions and customer expectations in Indian banking sectors; dealing with different policies of recognized public and private banks. The focus of the report is to bring the juxtaposition of these two different customer roles in the two different banking sectors. In addition, it would represent the cases of the urban districts of Bangalore to support an in-depth analysis of customer nature in present times as well as decades back

Literature Review: The term "public sector banks" refers to financial institutions in which the federal or state governments own the majority of shares. These banks are listed on the stock exchange. PSBs, the largest type of banks in the Indian banking system, were established before independence. Public sector banks hold a dominant market share of over 70 percent in the Indian banking sector.

Methodology: The primary quantitative approach selected for the investigation has been used to the gathering and evaluation of data. This method has also allowed the study to choose individuals who are either employers or employees who work from home

Findings: Since it collects actual data sets from relevant persons, the primary data collection approach is advantageous. 55 people participated in a survey that was done to collect data for the study. Each participant was chosen through the use of purposeful sampling, which helps to choose only relevant replies.

Discussion: Using a comparison of Bengaluru, India's public and private sector banks, this study examines the quality of online banking services. The research discusses the downsides brought on by technological advancements, heightened competition, and changing customer expectations against the backdrop of India's developing economy and the sector's considerable contribution, notably banking.

Conclusion: The ultimate banking body and monetary regulator of the nation overseeing the banking sector is the Reserve Bank of India. The bank is owned by bankers and is responsible for overseeing all national banks, including development, commercial, and cooperative banks. Local, regional, rural, international, private, and public sector banks are all included in the category of commercial banking.