Comparative Analysis of Service Quality of Selected Public and Private Sector Banks in Uttarakhand

Page: 62-67

Sakshi Agarwal, Saurabh Singh, and R.S. Jadoun (College of Agriculture Management, GB Pant University, Pantnagar, Uttarakhand)

Banks plays an essential role in the development of economy. The present study has been undertaken with the purpose of performing comparative analysis of the four banks, out of which two were private sector banks namely ICICI and HDFC, and the other two were public sector banks namely SBI and PNB. The data was collected from 100 respondents who were the customers of these banks in Udham Singh Nagar and Nainital districts in Uttarakhand using convenience sampling. The analytical tool used for this study was SERVQUAL model. This Instrument helped to do the comparative analysis of Service Quality of the four selected banks. SBI sound least and ICICI with its modern look command the highest score on tangibility measure. In terms of assurance and empathy both public sector and private sector banks seems to have similar ranks. SERVQUAL analysis leads to the inference that on its scale, private sector banks performed better than public sector banks.