LEELADHAR PALIWALppt

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SHRINATHJI INSTITUTE OF MANAGEMENT

PROJECT REPORT PRESENTATION

On

COMPARATIVE ANALYSIS OF PRIVATE &

PUBLIC SECTOR BANKS

PRESENTATION BY

LEELADHAR PALIWAL


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INTRODUCTION

COMPARATIVE ANALYSIS OF PRIVATE &PUBLIC SECTOR BANKS

COMPARISION ON BASIS OF

Empathy Assurance

Responsiveness

Reliability

Tangibility


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RESEARCH METHODOLOGY

Research Objectives

To find out the level of expectation and the level of perception ofthe customers from the services offered by the banks.

To compare the level of perception and expectation of the services

offered by the banks.

To know which service quality dimension the bank is performing

well and in which dimension it needs improvement.

To know the preference towards the public sector and private sector

banks.


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Data Sources:

Primary Data:

It is collected through structured questionnaire by

conducting survey.

Secondary Data:

Internet, journals, books, magazines, etc.....


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Sampling Design

Targeted banks: ICICI,HDFC,SBI,BOB

Sampling Frame: All the customers of four

banks in Rajsamand.

Sampling Unit: Any customer of four banks inRajsamand.

Sampling Area: Rajsamand.

Sampling Method: Non- Probability Convenience

Sampling.


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RECOMMENDATIONS

ICICI and HDFC bank should emphasize on improving their services on

responsiveness and Assurance.

In general responsiveness is the dimension for which the weighted score of all the

four banks is less comparative to other dimension so every bank whether public

sector or private sector should consider their responsibility towards their customers

and should provide proper training to their employees so that they can satisfy their

customer.

In private sector banks, assurance is common dimension which have got less

weighted score. ICICI and HDFC should build confidence and trust in their

customers regarding the safety of their transactions and other services provided by

the banks.


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CONTD.

SBI and BOB should emphasize on improving their services on

responsiveness and empathy.

Though internet banking is convenient and user friendly, respondents

don t prefer it more because of safety issues so all the banks should

make their customers aware about the benefits of internet banking

and should provide accurate services .

If we look at both the public sector banks, empathy is commondimension for which both the banks have got less weighted score

which shows that customers are not getting individual attention so SBI

and BOB should improve their services on empathy dimension.


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CONCLUSIONS

ATM is the preferred service.

SBI is the most secure bank.

There is a dependency relationship between age group and

preference towards public/private sector banks.

SBI and ICICI have comparative higher unweighted averagegap score.

HDFC bank has the highest weighted score amongst all the

banks, which shows that customers are more satisfied withHDFC bank for the services provided by them.


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CONTD.

For ICICI bank tangibility is best amongst all other dimensions, which shows that

customers are satisfied with visually appealing facilities, online banking facilities,

time saving technology facilities and facilities for senior citizens of the bank.

For HDFC bank Reliability is best amongst all other dimensions, which shows that

customers are satisfied with timely services, error free records and sincerity of

solving customers problems of the bank.

For SBI and BOB bank assurance is best amongst all other dimensions, which

shows that customers are satisfied about the safety of their tractions with the bank.

BOB and HDFC have comparative lower unweighted average gap score.


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LEELADHAR PALIWALppt