Advanced International Journal of Multidisciplinary Research

E-ISSN: 2584-0487 •   Impact Factor: 9.11

An Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 4 Issue 5 September-October 2026 Submit your research before last 3 days of October to publish your research paper in the issue of September-October.
Submit Research Paper Join as a Reviewer

Plagiarism is checked by the leading plagiarism checker TurnItIn

Call for Paper

Volume 4 Issue 5
September-October 2026

Submit your research paper

Indexing Partners
Academia Advanced Sciences Index Bielefeld Academic Search Engine CiteSeer DRJI Google Scholar Independent Search Engine & Directory Network ISI (International Scientific Indexing) Issuu Mendeley Research Networks
RefSeek ResearcherId - Thomson Reuters ResearchGate Scribd Semantic Scholar UTeM - Universiti Teknikal Malaysia Melaka Wiki for Call for Papers WorldCat Zenodo

Quality of Banking Services: A Comparative Study of Public and Private Sector Banks in Shimla City, Himachal Pradesh

Author(s) Ms. Akanksha Negi, Mr. Prikshit Gupta
Country India
Abstract This study compares the service quality and customer satisfaction delivered by public and private sector banks in Shimla City, Himachal Pradesh. Banking in India has expanded rapidly since liberalisation, and, as banks compete on an increasingly similar range of products, the human and service dimensions of the customer relationship have become central to differentiation. The study set out to identify the factors that lead customers to choose a bank, and to compare how satisfied customers of the two ownership categories are with a set of service and personal-banking attributes. Primary data were gathered from 80 customers (40 of public sector banks and 40 of private sector banks) selected by convenience sampling, each of whom rated the banks on eighteen attributes using a three-point scale. Because the ratings are ordinal, the two categories were compared attribute by attribute using the Mann–Whitney U test, supported by the chi-square test of independence and the Cramér's V effect size. Statistically significant differences emerged on nine of the eighteen attributes: private sector banks were rated higher on grievance handling, fairness of fines and penalties, error-free processing, physical branch facilities, housing-deposit schemes and monthly-interest schemes, while public sector banks were rated higher on convenient location, speed of service and communication. The remaining attributes, including confidentiality, safety of investment, goodwill and account timings, showed no significant difference.
Keywords service quality; customer satisfaction; public sector banks; private sector banks; Shimla
Discipline Business Administration
Published In Volume 2, Issue 2, March-April 2024
Published On 2024-04-09
DOI https://doi.org/10.62127/aijmr.2024.v02i02.1482
View / Download Full-text Research PDF File

Share this



E-ISSN 2584-0487
Downloads
Cover Page Vol 2 Isu 5 Cover Page Vol 2 Isu 4 Cover Page Vol 2 Isu 3 Research Paper Format

All research papers published on this website are licensed under Creative Commons Attribution-ShareAlike 4.0 International License, and all rights belong to their respective authors/researchers.

CC-BY-SA Open Access

About AIJMR
Fees & Payment
Current Issue
Publication Archive 		Submit Research Paper
Track Submission Status
Publication Guidelines
Publication Ethics
Peer Review & Plagiarism 		Join as a Reviewer
Editors & Reviewers
Reviewer Referral Program
Get Reviewer Membership Certi. 		Website/Journal Policies
Usage Policy
Content Policies
Privacy Policy
Contact Us +91-9687-828-838 editor@aijmr.com