Comparative Analysis of Service Quality, Accessibility, and Customer Satisfaction in Public and Private Sector Banks in Bihar: A Study of State Bank of India and ICICI Bank

Shashi Kant Singh; Prem Kishore

doi:10.36948/ijfmr.2025.v07i04.77198

Comparative Analysis of Service Quality, Accessibility, and Customer Satisfaction in Public and Private Sector Banks in Bihar: A Study of State Bank of India and ICICI Bank

Author(s)	Shashi Kant Singh, Prem Kishore
Country	India
Abstract	The banking sector plays a crucial role in economic development by providing financial services that enhance accessibility, efficiency, and customer satisfaction. This study aims to conduct a comparative analysis of service quality, accessibility, and customer satisfaction between public and private sector banks in Bihar, with specific reference to State Bank of India (SBI) and ICICI Bank. The research adopts an empirical approach using primary data collected from 60 respondents through a structured questionnaire. The study evaluates key dimensions such as service quality, technological adoption, accessibility of banking services, and overall customer satisfaction. The findings reveal that ICICI Bank performs better in terms of service efficiency, technological services, and customer responsiveness, while SBI shows stronger outreach and accessibility, particularly in rural and semi-urban areas. A significant difference in customer satisfaction levels between the two banks is observed, indicating that private sector banks have an edge in service delivery, whereas public sector banks excel in financial inclusion. However, challenges such as long waiting times, procedural delays, and limited digital literacy affect customer experience, especially in public sector banks. The study highlights the importance of improving service quality and leveraging technology to enhance customer satisfaction. The results support the hypothesis that there is a significant difference in service quality and customer satisfaction between public and private sector banks. The study suggests that both banks need to adopt innovative strategies to improve service delivery and meet evolving customer expectations.
Keywords	Banking Services, Customer Satisfaction, Service Quality, Public Sector Banks, Private Sector Banks, Financial Inclusion.
Published In	Volume 7, Issue 4, July-August 2025
Published On	2025-08-05
DOI	https://doi.org/10.36948/ijfmr.2025.v07i04.77198

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Comparative Analysis of Service Quality, Accessibility, and Customer Satisfaction in Public and Private Sector Banks in Bihar: A Study of State Bank of India and ICICI Bank

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