Impact of Bank Mergers on Customer Satisfaction and Service Quality: A Study of Public Sector Banks in NCR, Uttar Pradesh

Author(s)	Ms. Sandhya Sharma, Prof. Trilochan Sharma
Country	India
Abstract	India's strategic public sector bank mergers (2017-2023) represent a transformative consolidation aimed at enhancing global competitiveness and operational resilience. While the macroeconomic rationale is established, there is limited empirical insight into how these structural changes impact frontline customer experience, particularly in dynamic economic regions like the National Capital Region (NCR) of Uttar Pradesh.
Keywords	Bank Mergers, Customer Satisfaction, Service Quality, Public Sector Banks, SERVQUAL, NCR Uttar Pradesh, Post-Merger Integration, Banking Consolidation, Customer Experience.
Field	Business Administration
Published In	Volume 8, Issue 1, January-February 2026
Published On	2026-01-28
DOI	https://doi.org/10.36948/ijfmr.2026.v08i01.67469

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9687-828-838	editor@ijfmr.com

International Journal For Multidisciplinary Research