Public and Private Sector Banks in India:a Comparative Analysis of Service Quality,expectations and Customer Experience

Author(s)	Ms. Pranetha P, Dr. Gomatheeswaran M
Country	India
Abstract	This study develops a comparative empirical account of service quality in public- and private-sector banks using the 600-customer evidence. The analysis compares perceived and desired service quality across nine dimensions and examines item-level differences using t-test statistics. The evidence indicates a clear private-sector advantage on many perceived service-quality dimensions, especially reliability, empathy and assurance, while public-sector banks show a relative advantage in cost effectiveness. The strongest perceived reliability difference is associated with employees performing services as committed, whereas the strongest empathy difference concerns meeting customer expectations. The paper argues that sectorial competition should be understood as a trade-off between relationship-intensive service performance and cost accessibility rather than a simple public-versus-private technology divide.
Keywords	public sector banks, private sector banks, service quality, SERVQUAL, customer experience, comparative banking.
Field	Mathematics > Economy / Commerce
Published In	Volume 8, Issue 5, September-October 2026
Published On	2026-10-23

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