ZENITH International Journal of Business Economics & Management Research________________ ISSN 2249- 8826 ZIJBEMR, Vol.4 (7), JULY (2014), pp. 83-94 Online available at zenithresearch.org.in A RELATIVE STUDY ON SERVICE QUALITY ASPECTS OF PRIVATE SECTOR BANKS (HDFC AND AXIS) VS. PUBLIC SECTOR BANKS (SBI AND PNB) IN INDIA DEEPIKA ARORA*; DR. VIJIT CHATURVEDI** *RESEARCH SCHOLAR, LINGAYAS UNIVERSITY. **ASSOCIATE PROFESSOR, LINGAYAS UNIVERSITY. ABSTRACT Due to the increased Competition and high Expectations of Customers, it has become very important for both public as well as private sector banks to perform to the best of their abilities to retain their customers by fulfilling their needs. Many a times banks fail to satisfy their customers which can cause huge losses to banks and there the need for this study arises. The purpose of this study is to compare the public sector banks and private sector banks in terms of customer satisfaction and to study the various variables of service quality using SERVQUAL model. For this, 400 respondents are taken by using stratified random sampling from Delhi Capital Region. As Customer Satisfaction ultimately leads to the Customer Loyalty, this research also includes examining the relationship of service quality and customer loyalty. KEYWORDS: Service Quality, Customer Satisfaction, SERVQUAL, Loyalty. REFERENCES 1. Afsar, et al. (2010) Determinants of customer loyalty in the banking sector: The case of Pakistan. African Journal of Business Management, 4 (6), pp. 1040-1047. 2. Anand, S (2008), CRM in Indian Banks, Journal of Professional Banker, Dec 2008 pp 66- 70. 3. Anderson, Fornell, and Sehman, (1994), "Customer Satisfaction, Market Share, and Profitability", Journal of Marketing, Vol. 58, July, pp. 53-66. 4. Anthony, Beckett., Paul, and Barry, Howcroft., "An exposition of consumer behavior in financial services industry", The International Journal of Bank Marketing, Vol.18:1, 2000, 15- 25 5. Babakus, E. & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24 (3), 254-268 6. Bahia, K and Nantel, J. (2000), "A Reliable and Valid Measurement Scale for Perceived Service Quality of banks", International Journal of Bank Marketing, Vol. 18 (2), pp. 84-91 7. Bearden, W.O. and Teel, J.E. (1983), “Selected determinants of consumer satisfaction and complaints reports”, Journal of Marketing Research”, Vol 20 February pp. 21-8