Service Quality & Customer Satisfaction-A Comparison Between Public And Private Sector Banks In Nagaland

The Banking Is A Customer-Oriented Service Industry Which Has Been Witnessing A Radical Shift In The Market Power From Banks To Their Customers. In This Modern Customer Centric Competitive Arena, Satisfaction And Quality Prove To Be Key Factors And Are Interrelated. The Higher The Service Quality, The More Satisfied Are The Customers. To Strive In A Market Characterized By Global Completion, And Fast Technological Advancements, Banks Need To Be More Customer-Focused. Any Bank That Wants To Compete In This Global Industry Must Offer Services That Create Customer Satisfaction; Bank's Success and Survival Depends On Fulfilling customer's Needs and Expectations; Hence, It Is Important For Banks To Understand What Affects Customer Satisfaction And How To Optimize Service Quality As A Driver Of Customer Satisfaction. This Study Attempts To Measure And Compare Service Quality And Customer Satisfaction Of Public And Private Commercial Banks In Two Districts Of Dimapur And Kohima Of Nagaland State With A Sample Of 500 Respondents Who Are Customers Of The Banks. The Primary Data Has Been Collected Through Well-Structured Questionnaire. The Opinion Of The Respondents On 70 Issues, Grouped Into 8 Service Quality Dimensions Were Measured With Likert Five Point Scales. The Mean Scores Of The Respondents Have Been Taken To Determine The Service Quality Consideration And Customer Satisfaction Level. The Study Shows That Service Quality And Customer Satisfaction Is Higher In Case Of Private Sector Banks. However, Service Quality Consideration And Customer Satisfaction Varies On Different Quality Dimensions.