Measurement of Customer Satisfaction Towards the Services of Public Sector Banks

The purpose of this research is to know the customers' perception towards the services rendered by the public sector banks and to recognize the draw backs for improving the quality of services of public sector banks. The basic intention of the researcher/s is to measure the customer satisfaction by using customer satisfaction index (CSI) method. The factors pertaining to the services of banking sector were taken for the purpose of the study by interviewing the banks' managers and employees who influences the customer satisfaction. In order to collect the information a well structured questionnaire was developed and non - probability sampling methods were taken into consideration. 120 existing respondents/customers of SBI and Andhra Bank who are utilizing the services of two nationalized banks in Chandragiri area were contacted directly by face to face interview method through a pretested questionnaire for collecting the primary data. The analysis of this study will be helpful to find out the reasons for the dissatisfaction of the customers and to suggest for the improvement of the quality of banking services of selected banks in order to satisfy the customers more.