Customers Happiness in Banks – A Milestone for the Banks in the Emerging Competition

Abstract

The new millennium has exposed the entire banking system to new challenges of competition and struggle for survival. The era of liberalization, deregulation, globalization and privatization has let loose a close race for internecine competition in the banking industry and survival of fittest is emerging as a trend. The tremendous advances in technology and the spread of IT have brought in a paradigm shift in banking operations. This paper examines customer delightedness from different banking services in Punjab through a well-structured and pre-tested questionnaire. The survey was conducted in the month of October, 2020. The results have been drawn from the survey of 384 bank customer of public sector banks, Indian private and foreign sector banks. The paper concludes with private likert-type scale that customers of Indian private sector and foreign sector banks are more delighted than their counterparts. Some strategies are necessary to enhance quality service in banks particularly in public sector banks.