SHRINATHJI INSTITUTE OF MANAGEMENT

PROJECT REPORT PRESENTATION On COMPARATIVE ANALYSIS OF PRIVATE & PUBLIC SECTOR BANKS PRESENTATION BY

LEELADHAR PALIWAL

INTRODUCTION
COMPARATIVE ANALYSIS OF PRIVATE & PUBLIC SECTOR BANKS COMPARISION ON BASIS OF Empathy Assurance Responsiveness Reliability Tangibility

RESEARCH METHODOLOGY

Research Objectives
To find out the level of expectation and the level of perception of the 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.

Data Sources:
Primary Data: It is collected through structured questionnaire by conducting survey. Secondary Data: Internet, journals, books, magazines, etc.....

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 in Rajsamand. Sampling Area: Rajsamand. Sampling Method: Non- Probability Convenience Sampling.

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.

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 common

dimension 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.

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 average gap score. HDFC bank has the highest weighted score amongst all the banks, which shows that customers are more satisfied with HDFC bank for the services provided by them.

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.