Customer satisfaction of private sector banks in Madurai city, Tamil Nadu

Abstract

Banks are basically service rendering institutions. India has an extensive banking network in both urban and rural areas. The Indian banking sector through dominated by the public sector banks is also the home of numerous private and foreign banks. The city Madurai popularly known as ‘Temple City’ and ‘Business Centre’ of south India has the presence of wider network of banks. Apart from the functioning of a large number of branches of the various nationalized banks the private sector banks are also equally contributing towards satisfying the banking needs of the people in Madurai City. Hence, the present study is done to find out the level of satisfaction derived by the customers on the service rendered by the various private sector banks in Madurai City and the factors that influence the same. The study is based on primary data. Data are collected through a well-structured questionnaire. The respondents were drawn by means of convenient sampling method. To find out the satisfaction level Chisquare test was employed. Finally the study has a number of suggestions to the banks in order to raise the satisfaction level of the customers.