PROJECT REPORT ON

COMPARATIVE STUDY OF SERVICE QUALITY AND CUSTOMER LOYALITY IN PUBLIC AND PRIVATE BANKS

Submitted in the partial fulfillment of requirements for the award of degree of Master of Business Administration, Session [2011-13]

Under Supervision of Mrs. Neha Arora Assistant Professor

Submitted by Mansi Jain MBA/11/07 B.M.I.E.T

DEENBANDHU CHHOTU RAM UNIVERSITY OF SCIENCE AND TECHNOLOGY MURTHAL, SONEPAT

TABLE OF CONTENTS

CHAPTERNO.

PARTICULARS

PAGENO.

a.

Declaration

b.

Acknowledgements

ii

c.

Abstract

iii

Chapter 1

Introduction

1-45

Chapter 2

Literature review

46-50

Chapter 3

Research Methodologies

51-54

Chapter 4

Findings and Analysis of Data Questionnaire Analysis Findings Of Study 55-76 77

Chapter 5

Suggestions, Recommendations And Conclusion

78-80

d. e.

References Appendices

iv v-ix

LIST OF TABLE S.NO 1.1 1.2 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 4.21 4.22 PARTICULARS Old private sector banks New private sector banks Responsiveness of Public Banks Responsiveness of Private banks Tangibles of Public Banks Tangibles of Private banks Recovery of Public Banks Recovery of Private banks Empathy of Public Banks Empathy of Private Banks Reliability of Public Banks Reliability of Private Banks Service Availability by Public Banks Service Availability by Private banks Loans taken by customers in Public Banks Types of Loan by Public Banks Loans taken by customers in Private Banks Types of Loan by Private Banks Bank Customer using IT enabled services in Public Banks Bank customer using IT enabled services in Private Banks Customer Deal with the Problems in Public Banks Customer Deal with the Problems in Public Banks Customer Deal with the Problems in Public Banks Customer Deal with the Problems in Private Banks PAGENO. 24 25 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76

LIST OF FIGURE S.NO 1.1 1.2 1.3 1.4 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 4.21 4.22 PARTICULARS Function of Banks Commercial Banks Determinates of Perceived Service Quality Gap Model Responsiveness of Public Banks Responsiveness of Private banks Tangibles of Public Banks Tangibles of Private banks Recovery of Public Banks Recovery of Private banks Empathy of Public Banks Empathy of Private Banks Reliability of Public Banks Reliability of Private Banks Service Availability by Public Banks Service Availability by Private banks Loans taken by customers in Public Banks Types of Loan by Public Banks Loans taken by customers iPrivateBanks Types of Loan by Private Banks Bank Customer using IT enabled services in Public Banks Bank customer using IT enabled services in Private Banks Customer Deal with the Problems in Public Banks Customer Deal with the Problems in Public Banks Customer Deal with the Problems in Public Banks Customer Deal with the Problems in Private Banks PAGE NO. 16 16 40 41 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76