A

RESEARCH PROJECT REPORT ON

“CUSTOMER PERSPECTIVES ON PUBLIC AND PRIVATE

SECTOR BANKING IN UTTAR PARDESH”
Submitted to

M.L.K.P.G COLLEGE
BALRAMPUR
in fulfillment of the degree of Bachelor's in business administration
(2024-2025)

SUBMITTED TO: SUBMITTED BY:

Dr. Pawan Singh Siddhartha Kumar Rao

Head of Department BBA 6th Semester

Dept. Of Business Administration C.R No- 22077435

SIDDHART NAGAR
UNIVERSITY KAPILVASTU
 DECLARTION BY STUDENT
I Siddhartha Kumar Rao hereby declare that this project work is the result of my own

research and no part of it has been presented for any other degree in this university or

elsewhere. I am solely responsible for any error found in this work.

Date: …………………….

Place: ……………………..

Student Signature: ………………………………….

 Certificate from the Faculty Guide

This is to certify that Siddhartha Kumar Rao, a student of BBA 6th semester, has
completed the project titled Customer Perspectives on “Public and Private Sector
Banking in Uttar Pradesh” under my supervision and Dr. Pawan Singh.

Name and Signature of the Faculty guide

TABLE OF CONTENT
 CONTENT PAGE NO.

Acknowledgement 5-6

Preface 7-8

Introduction 9-16

Research Objectives 17-18

Research Methodology 19-20

and Design

Data Analysis and 21-55

Interpretation

Literature Review 56-62

Limitation 63

Suggestion 64

Conclusions 65-66

Annexure 67-68
 ACKNOWLEDGEMENT

I am deeply grateful to M.L.K. P.G. College, Balrampur, for providing me with the
opportunity to explore the topic “Customer Perspectives on Public and Private
Sector Banking in Uttar Pradesh.” This project has been a rewarding journey of
knowledge and growth.

I extend my heartfelt thanks to my guide, Dr. Pawan Singh, whose unwavering

guidance and insightful feedback inspired me to approach this research with
precision and dedication. His expertise and encouragement have been pivotal in
shaping the scope and depth of my work.

I am also immensely thankful to the Department of Business Administration for

offering a supportive environment and the resources required to undertake this
academic endeavor. Their role in facilitating my learning cannot be overstated.

A special note of appreciation goes to all the respondents who generously shared
their thoughts and experiences, allowing this research to gain authenticity and
relevance. Their voices form the cornerstone of this study.

Lastly, I owe my deepest gratitude to my family and friends for their constant
encouragement, patience, and belief in my abilities. Their support provided me
with the motivation to see this project through to completion.

This research, as a BBA 6th semester student, has been a steppingstone in my

academic journey, and I humbly acknowledge all who contributed to its success.

– Siddhartha Kumar Rao

 PREFACE

The Indian banking industry is passing through an exciting growth phase. The surge
in the real economy, which has grown at over 8% in the past three fiscals, has
provided significant growth opportunities for the sector.
The rising personal incomes of the population have provided banks numerous
opportunities for product development and distribution innovations.
India has a robust banking structure characterized by three major bank groups, viz.,
Public Sector Banks, Private Sector Banks and Foreign Banks, and a large network
of branches.
Basic objective of any business is to maximize profit. Energy industrial or service
oriented operation runs itself for the accomplishment of smooth return with least
expenditure. For this purpose, in this highly competitive world, it becomes very
important for the product or services to sell it with fighting the existing conditions.

Today companies work is a war zone of rapidly changing competition technological

advancements and other policies which keeps on changing by the regulatory authorities,
so to run business successfully and profitably it is essential that company must keep re-
examining their strategies through continuous market studies.

A questionnaire was carefully prepared and thereafter an extensive survey

was conducted in different parts of Uttar Pradesh Data and results obtained from this
survey has been carefully analyzed and incorporated in this report suggestions based on
this survey.
 ABOUT BANK

A bank is a financial institution that accepts deposits and channels those deposits
into lending activities. Banks primarily provide financial services to customers while
enriching investors. Government restrictions on financial activities by banks vary
over time and location. Banks are important players in financial markets and offer
services such as investment funds and loans.

The bank is broadly classifies in two sector public sector bank and private sector
bank. Public sector banks are those banks run under the control of government and
their prime motive is the welfare of the general public. Whereas private sector banks
are those banks run by the private individuals and their prime motive is to earn
profits.

Public Sector bank means any Government Sector Bank/Institute that goes
public... means that issues it Share to general public. It also has a greater share of
government (more than 50%) so that the main motto of social Welfare other than
Maximizing Profit remains.

Whereas Private Sector Banks are those Banks where the Management is
controlled by Private individuals and Government does not have any say in the
management of these Banks. Maximizing profit is the basic motto.

State bank of India, Punjab national bank, bank of Baroda comes in public
sector bank and those are banks leading public sector bank. Axis bank, HDFC bank
and ICIC bank comes in private sector bank and those are leading private sector
bank.

HDFC BANK
Housing Development Finance Corporation Limited, more popularly known as
HDFC Bank Ltd, was established in the year 1994, as a part of the liberalization of
the Indian Banking Industry by Reserve Bank of India (RBI).
It was one of the first banks to receive an 'in principle approval from RBI, for
setting up a bank in the private sector. The bank was incorporated with the name
'HDFC Bank Limited', with its registered office in Mumbai.
The following year, it started its operations as a Scheduled Commercial Bank.
Today, the bank boasts of as many as 7900 branches and over 16000 ATMs across
India.
At present, HDFC Bank boasts of an authorized capital of Rs 1190 crore (Rs11.9
billion), of this the paid-up amount is Rs 759 crore (Rs.7.59 billion).

Capital Structure
At present, HDFC Bank boasts of an authorized capital of Rs 1190 crore (Rs11.9
billion), of this the paid-up amount is Rs 759.6 crore (Rs.7.9 billion). In terms of
equity share, the HDFC Group holds 19.4%.

PRDUCT &SERVICES
• PERSONAL BANKIG
• NRI BANKING
• MOBILE BANKING
• BUSSINESS BANKING
 • DIGITAL PAYMENTS

ICICI BANK

ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian

financial institution, in 1994.
The Bank has a network of 6613 branches and about 16203 ATMs in India and
presence in 18 countries.
ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and
non-life insurance, venture capital and asset management.

The Bank currently has subsidiaries in the Uni ICICI Bank has a wide network both
in Indian and abroad. In India alone, the bank has 6613 branches and about 416203
ATMs. Talking about foreign countries, ICICI Bank has made its presence felt in 18
countries –

PRODUCT&SERVICES

• PERSONAL BANKIG
• NRI BANKING
• MOBILE BANKING
• DIGITAL PAYMENTS

AXIS BANK
Axis Bank was the first of the new private banks to have begun operations in 1994,
after the Government of India allowed new private banks to be established.

The Bank was promoted jointly by the Administrator of the specified undertaking
of the Unit Trust of India (UTI - I), Life Insurance Corporation of India (LIC) and
General Insurance Corporation of India (GIC) and other four PSU insurance
companies, i.e. National Insurance Company Ltd., The New India Assurance
Company Ltd., The Oriental Insurance Company Ltd. and United India Insurance
Company Ltd.

The Bank today is capitalized to the extent of Rs. 850 crores with the public holding
(other than promoters and GDRs) at 53.72%.
The Bank's Registered Office is at Ahmadabad and its Central Office is located at
Mumbai. The Bank has a very wide network of more than 4900 branches and
Extension Counters (as on 28th February 2025).

The Bank has a network of over 12000 ATMs (as on 28th February 2025) providing
24 hours a day banking convenience to its customers. This is one of the largest ATM
networks in the country. The Bank has strengths in both retail and corporate
banking and is committed to adopting the best industry practices internationally in
order to achieve excellence.

BANK OF BARODA

Bank of Baroda is one of the most prominent banks in India, having its total assets
as Rs. 18,21,700 Crores as on 28th February 2025.
The bank was founded by Maharaja Sayajirao Gaekwad III (also known as Shrimant
Gopal Rao Gaekwad), the then Maharaja of Baroda on 20th of July 1908 with a paid
capital of Rs. 10 Lacs. From its introduction in a small building of Baroda,

The bank has come a long way to achieve its current position as one of the most
important banks in India. On 19th of July 1969, Bank of Baroda was nationalized by
the Government of India along with 13 other commercial banks.
Financial Details

As of March 2025, the bank had total deposits worth Rs. 13,70,915 Crores while it
had a total number of 8200 branches located worldwide as on March 2025, out of
which 3452 were located in Metro cities, 2756 in Urban areas, 1043 in Semi-Urban
locations, 2029 in Rural areas and 72 were located outside India. The bank has 22
Zonal Offices and 148 Regional Offices which help it control its operations
nationally.
STATE BANK OF INDIA

The evolution of State Bank of India can be traced back to the first decade of the
19th century.

It began with the establishment of the Bank of Calcutta in Calcutta, on 2 June 1806.
The bank was redesigned as the Bank of Bengal, three years later, on 2 January
1809.
It was the first ever joint-stock bank of the British India, established under the
sponsorship of the Government of Bengal. Subsequently, the Bank of Bombay
(established on 15 April 1840) and the Bank of Madras (established on 1 July 1843)
followed the Bank of Bengal.

These three banks dominated the modern banking scenario in India, until when
they were amalgamated to form the Imperial Bank of The corporate center of SBI is
located in Mumbai. In order to cater to different functions, there are several other
establishments in and outside Mumbai, apart from the corporate center.

The bank boasts of having as many as 17 local head offices and 101 Zonal Offices,
located at major cities throughout India. It is recorded that SBI has about 22,000
branches, well networked to cater to its customers throughout India.

State Bank of India (SBI), India's largest public sector bank, boasts a balance sheet
exceeding ₹61 lakh crore as of March 2025. With a market share of 22.55% in
deposits and 19.06% in advances, SBI demonstrates robust financial health. Its
deposits grew by 11.13% to ₹49.16 lakh crore, while advances saw a 20.2% growth.
The bank's CASA ratio stands at 41.11%, reflecting strong customer trust. SBI's
global presence spans 36 countries, with over 22,000 branches and 62,000 ATMs.
Its innovative digital platforms, like YONO, further enhance customer experience,
solidifying its position as a leader in India's banking sector
Punjab National Bank

Punjab National Bank (PNB) is the second largest government-owned commercial

bank in India. Having more than 4.8 crore customer, Punjab National Bank has one
of the largest branch networks in India.
The bank's assets for financial year 2025 were about Rs. 69 Lack crore.

Products and Services

Savings Fund Account - Total Freedom Salary Account, PNB Prudent Sweep,
PNB Vidyarthi SF Account, PNB Mitra SF
Account Current Account - PNB Vaibhav, PNB Gaurav, PNB Smart Roamer.

Fixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam Account,

Mahabachat Schemes, Multi Benefit Deposit

Scheme Credit Schemes - Flexible Housing Loan, Car Finance, Personal Loan,
Credit Cards
Social Banking - Mahila Udyam Nidhi Scheme, Krishi Card, PNB Farmers Welfare
Trust

Corporate Banking - Gold Card scheme for exporters, EXIM finance

RESEARCH OBJECTIVE

Objective

• To study different type of financial product offered by the bank.

• To Study and compare satisfaction level customers in public sectors
banks as well as private sector banks

• To study the expectation and problem of public sector and private sector
banks in new era of banking
 RESEARCH METHODOLOGY

PROBLEM : CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC

SECTOR BANKS AND PRIVATE SECTOR BANKS IN UTTAR PRADESH

TYPE OF RESEARCH : DESCRIPTIVE AND CONCLUSIVE TYPE OF

RESEARCH
DATA COLLECTION
PRIMARY SOURCE: THE RESEARCH IS DONE BY QUESTIONNAIRE
FILLED THROUGH CUSTOMER OF DIFFERENT BANKS.

SECONDERY SOURCE: THE SECONDRY DATA COLLECTED BY BANKS

PERSONAL WEBSITE & WWW.GOOGLE.COM.

SAMPLE UNIT: CUSTOMER OF DIFFERENT BANKS IN BALRAMPUR,

UTTAR PRADESH
SAMPLING TECHNIQUE: RANDOM SAMPLING

SAMPLE SIZE: 120 CUSTOMERS

DATA ANALYSIS TECHNIQUE AND TOOLS:

 BAR GRAPH, PIE CHARTS, PYRAMID GRAPH, CONE GRAPH &
CYLINDER GRAPH

DATA ANALYSIS AND INTERPRETATION

Question-1) In which Bank /Banks sector you have your account?

OPTION NO. OF RESPONDENT

PUBLIC SECTOR BANK 60
PRIVATE SECTOR BANK 60

60

PUBLIC BAN

INTERPRETATION
The above pie graph shoes that there are 60 respondents in private sector bank and
60 respondents in public sector bank.
2) In which Bank/ Banks do you have account?

OPTION NO. OF RESPONDENT

SBI 20
PNB 20
BOB 20
ICICI 20
HDFC 20
AXIS BANK 20

20 20

20 20

20 20

SBI PNB BOB HDFC ICICI AXIS

INTERPRETATION

The above pie chart shoes that 20 respondent of each bank .The bank SBI,
PNB & BOB comes in public sector bank and ICICI, HDFC, & AXIS BANK comes
in private sector bank.
 3) From how long do you have account in your bank?

PRIVATE BANK NO.OF RESPONDENT

LESS THEN 2YEARS 30
2 TO 5YEARS 22
5 TO 10 YEARS 7
MORN THEN 10 YEARS 1

30
30 PRIVATE BANK
25 22

20

NO.OF 15
RESPONDENT
10 7

5
1

0
Less then 2 2 to 5 year 5 to 10 year More then
year 10 year
 PUBLIC BANK NO.OF RESPONDENT
LESS THEN 2YEARS 14
2 TO 5YEARS 23
5 TO 10 YEARS 16
MORN THEN 10 YEARS 7

25 23 PUBLIC BANK
20
16
14
NO.OF 15
RESPONDENT
10 7

0
Less then 2 2 to 5 year 5 to 10 year More then 10
year year

INTERPRETATION
The above both graph shoes the timing of the account ,In private sector 30
respondent has less then 2 years a/c,22 has 2to5 years a/c 7has 5to 10 years a/c and1
have more then 1years a/c.
While In public sector 14 respondent has less then 2 years a/c,23 has 2to5 years a/c
16has 5to 10 years a/c and7 have more then 10years a/c.

4) Which type of account do you have?

 PRIVATE BANK
ACCOUNT TYPE NO.OF RESPONDENT
CURRENT ACCOUNT 15
SAVING ACCOUNT 32
OTHER 13

13
15
PRIVATE BANK

Current account
saving account
other

32

PUBLIC BANK
ACCOUNT TYPE NO.OF RESPONDENT
CURRENT ACCOUNT 12
SAVING ACCOUNT 42
OTHER 6

PUBLIC BANK
6
12

Current account
saving account
other

42

INTERPRETATION
The above graph shoes that how many respondent have which type account. In
private sector bank 32 respondents has saving a/c, 15 has current a/c and 13has other
type a/c.

While in public sector bank 42 respondents has saving a/c, 12 has current a/c and 6
has other type a/c.

5) How much you are satisfied with the timing & number of working
hours, provided by your bank?
PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 70 3.5
HDFC 20 68 3.4
AXIS 20 72 3.6

3.6
3.6 PRIVATE BANK
3.55
3.5
3.5
AVG.SATISFICTIO
3.45
N LEVEL 3.4
3.4

3.35

3.3
ICICI AXIS HDFC
PUBLIC NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 68 3.4
PNB 20 80 4.0
BOB 20 72 3.6
 BANKS AVG. SATISFACTION
LEVEL
PRIVATE SECTER BANK 3.5
PUBLIC SECTERBANK 3.66

AVG.SATISFICTION LEVEL

3.5
3.66
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above graph represents the satisfaction level of timing and working hour
provided by the bank.
The avg. satisfaction level of public bank is morn then to private bank to words
timing and no. of working hours provided by bank.

PNB and Axis bank to high satisfied towards timing and working hour.
 6) How do you rate the deposits & withdraw activity of your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 61 3.05
HDFC 20 67 3.35
AXIS 20 72 3.6

3.6
PRIVATE BANK

3.35

3.05

ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 69 3.45
PNB 20 74 3.7
BOB 20 54 2.7

4 3.7 PUBLIC BANK

3.45
3.5

3 2.7

2.5
AVG.
SATISFICTION 2
LEVEL
1.5

0.5

0
SBI PNB BOB

BANKS AVG. SATISFACTION

 LEVEL
PRIVATE SECTER BANK 3.33
PUBLIC SECTERBANK 3.28

3.28
3.33
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above chart represents the deposit and withdrawal activity of the bank.
Above pie chart private bank‘s avg. satisfaction level more than public bank.
In private bank Axis bank and public bank PNB bank morn satisfied to other bank
towards deposit and withdraws activity of the bank.

7) How do you rate the customer care unit of your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 62 3.1
HDFC 20 67 3.35
AXIS 20 72 3.6

3.6 PRIVATE BANK

3.6
3.5
3.35
3.4
3.3
AVG. SATIS
3.2 3.1
FICTION LAVEL
3.1
3
2.9
2.8
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 65 3.25
PNB 20 72 3.6
BOB 20 66 3.3

3.6
PUBLIC BANK
3.6

3.5

3.4
AVG. 3.3
SATISFICTION3.3 3.25
LEVAL
3.2

3.1

3
SBI PNB BOB

BANKS AVG. SATISFACTION

 LEVEL
PRIVATE SECTER BANK 3.35
PUBLIC SECTERBANK 3.38

AVG.SATISFICTION LEVEL

3.35
3.38
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above pie graph shoes that avg. satisfaction level of customer care unit provide
by the bank.

The facilities of customer care unit public bank are more then to private bank.
In private bank Axis bank provide better customer care unit while in public bank
PNB bank provide better customer care unit.

8) How do you rate the different type variety of financial product

offered by your bank?
PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 51 2.55
HDFC 20 64 3.2
AXIS 20 61 3.05

3.5
PRIVATE BANK
3.2
3.05
3
2.55
2.5

2
AVG.SATISFICTIO
N LAVEL
1.5

0.5

0
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 65 3.25
PNB 20 73 3.65
BOB 20 58 2.9

PUBLIC BANK
4
3.65
3.5 3.25

3 2.9

2.5
AVG.
SATISFICTION 2
LEVAL
1.5

0.5

0
SBI PNB BOB

BANKS AVG. SATISFACTION

 LEVEL
PRIVATE SECTER BANK 2.93
PUBLIC SECTERBANK 3.26

AVG.SATISFICTION LEVAL

2.93
3.26 PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above pie graph represents that different type of financial product offered by the
bank.
In term of financial product offered by the bank, public sector more then to private
sector.
In private sector HDFC bank and public sector PNB bank are more satisfied in term
of financial product offer by the bank.

9) How do you rate the query handling of your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 66 3.3
HDFC 20 66 3.3
AXIS 20 72 3.6

PRIVATE BANK
3.6
3.6

3.5

AVG. 3.4
SATISFICTION 3.3 3.3
LAVAL 3.3

3.2

3.1
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 71 3.55
PNB 20 67 3.35
BOB 20 61 3.05

PUBLIC BANK

3.55
3.6
3.35
3.4
AVG.
SATISFICTION 3.2 3.05
LEVAL
3

2.8
SBI PNB BOB

BANKS AVG. SATISFACTION

 LEVEL
PRIVATE SECTER BANK 3.4
PUBLIC SECTERBANK 3.32

AVG. SATISFICTION LAVEL

3.32
3.4
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above pie chart shoes that the respondent of private sector bank are more
satisfied to public sector bank.
The respondent of private sector Axis bank and public sector SBI bank are more
satisfied to other.

10) Are you satisfied with the paper work &other formalities before
loan sanction?
PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 70 3.5
HDFC 20 60 3.0
AXIS 20 67 3.35

3.5 PRIVATE BANK

3.5
3.35
3.4
3.3
3.2
AVG.SATISFICTION
3.1 3
LEVEL
3
2.9
2.8
2.7
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
 SBI 20 66 3.3
PNB 20 67 3.35
BOB 20 59 2.95

PUBLIC BANK
3.35
3.4 3.3
3.3
3.2
3.1
AVG.SATISFICTIO
N LEVEL 3 2.95

2.9
2.8
2.7
SBI PNB BOB

BANKS AVG. SATISFACTION

LEVEL
PRIVATE SECTER BANK 3.28
PUBLIC SECTERBANK 3.2
 AVG.SATISFICTION LEVEL

3.2
3.28
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above pie graph shoes that satisfaction level of paper work &other formalities
before lone sanction.
The respondent of private sector bank is more then to public sector bank.

ICICI bank & PNB bank customer more satisfied to other respective bank.

11) How do you rate the loan facilities provided by your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 60 3.0
HDFC 20 72 3.6
AXIS 20 66 3.3

PRIVATE BANK

3.3

3.2

AVG.SATISFICTIO 3.1 3.3

N LEVEL 3.2
3
3
2.9

2.8
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 62 3.1
PNB 20 64 3.2
BOB 20 64 3.2
 PUBLIC BANK

3.2
3.18
3.16
3.14
AVG.
3.2 3.2
SATISFICTION 3.12
LEVEL
3.1
3.08 3.1
3.06
3.04
SBI PNB BOB

BANKS AVG. SATISFACTION

LEVEL
PRIVATE SECTER BANK 3.27
PUBLIC SECTERBANK 3.17
 AVG. SATISFICTION LEVEL

3.17
3.27
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above graph shoes that the loan facilities provide by the bank.
The respondent of private sector bank is more satisfied to public sector bank in term
of provided loan facilities.
In private sector bank respondent of Axis bank and public sector PNB & BOB both
are satisfied to other bank in term of loan facilities.

12) How do you rate the ATM services provided by your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
 ICICI 20 58 2.9
HDFC 20 60 3.0
AXIS 20 53 2.65

PRIVATE BANK
3
3 2.9

2.8
AVG.SATISFICTIO 2.65
N LEVEL
2.6

2.4
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 68 3.4
PNB 20 70 3.5
BOB 20 62 3.15

PUBLIC BANK
3.5
3.5
3.4
3.4

3.3
AVG.SATISFICTIO 3.15
3.2
N LEVEL
3.1

2.9
SBI PNB BOB

BANKS AVG. SATISFACTION

 LEVEL
PRIVATE SECTER BANK 2.85
PUBLIC SECTERBANK 3.35

AVG.SATISFICTION LEVEL

2.85

3.35 PUBLIC SECTOR BANK

PRIVATE SECTOR BANK

INTERPRETATION
The above graph shoes that the ATM services provided by bank.

The respondent of public sector bank is more satisfied to private sector bank in term
of ATM services.
In private sector bank respondent of HDFC bank and public sector PNB are more
satisfied to other bank in term of ATM services.

13) How do you rate the behavior of employees of your bank?

 PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 71 3.55
HDFC 20 65 3.25
AXIS 20 73 3.65

PRIVATE BANK
3.65
3.7
3.55
3.6
3.5
AVG. 3.4
SATISFICTION 3.25
LEVEL 3.3
3.2
3.1
3
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 62 3.1
PNB 20 67 3.35
BOB 20 69 3.45

PUBLIC BANK

3.45
3.5
3.35
3.4

3.3
AVG.
SATISFICTION 3.2
3.1
LEVEL
3.1

2.9
SBI PNB BOB
 BANKS AVG. SATISFACTION
LEVEL
PRIVATE SECTER BANK 3.48
PUBLIC SECTERBANK 3.3

AVG. SATISFICTION LEVEL

3.3
3.48
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above graph shoes that the satisfaction level of the employees of bank.
The respondent of private sector bank is more satisfied to public sector bank.

In private sector respondent of Axis bank and public sector bank BOB bank more
satisfied to other bank.

14) How do you rate the locations & number of branches of your
bank in Uttar Pradesh?
PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 49 2.45
HDFC 20 59 2.95
AXIS 20 66 3.3

PRIVATE BANK

3.3
3.5 2.95
3 2.45
2.5
AVG.SATIFICTION 2
LEVEL 1.5
1
0.5
0
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 72 3.6
PNB 20 76 3.8
BOB 20 61 3.05

PRIVATE BANK

3.8
4 3.6
3.5 3.05
3
2.5
AVG.SATISFICTIO
2
N LEVEL
1.5
1
0.5
0
SBI PNB BOB
 BANKS AVG. SATISFACTION
LEVEL
PRIVATE SECTER BANK 2.9
PUBLIC SECTERBANK 3.48

AVG. SATISFICTION LEVEL

2.9

3.48 PUBLIC SECTOR BANK

PRIVATE SECTOR BANK

INTERPRETATION
The above graph represents the location and no. of branches in locution.
Public sector bank has more branches comparison to private sector bank according
to respondent’s avg. satisfaction level.
In public bank PNB bank and private bank Axis bank’s respondent more satisfied to
other bank towards bank location and branches.

15) Rank, in which areas your bank should improve its services?
PRIVATE WORKING TIMING FACILITIES OTHER
BANKS CULTURE
ICICI 9 5 4 2
HDFC 2 4 9 5
AXIS BANK 8 4 7 1

10 9 PRIVATE BANK 9
8
8 7

6 5 5
NO. OF ICICI
4 4 4
RESPONDENT AXIS
4
2 2
HDFC
2 1

0
working timing facilities other
culture

PUBLIC WORKING TIMING FACILITIES OTHER

BANKS CULTURE
SBI 8 7 3 2
PNB 10 5 4 1
BOB 3 7 8 2

10
PUBLIC BANK
10
8 8
8 7 7

6 5 SBI
NO OF
4
RESPONDENT PNB
4 3 3
2 2 BOB
2 1

0
working timing facilities other
culture

INTERPRETATION
The above graph shoes that which areas bank should improve there its services.
The above graph represents the working culture, timing facilities and other things in
public and private bank.
 16) How do you rate the hidden charges applied by your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 57 2.85
HDFC 20 69 3.45
AXIS 20 56 2.8

PRIVATE BANK
3.45
3.5
2.85 2.8
3
2.5
AVG. 2
SATISFICTION
LEVEL 1.5
1
0.5
0
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
 LEVEL

SBI 20 70 3.05
PNB 20 70 3.05
BOB 20 58 2.9

PUBLIC BANK
3.05 3.05
3.05

2.95
AVG.SATISFICTIO 2.9
N LEVEL
2.9

2.85

2.8
SBI PNB BOB
 BANKS AVG. SATISFACTION
LEVEL
PRIVATE SECTER BANK 3.03
PUBLIC SECTERBANK 3.0

AVG. SATISFICTION LEVEL

3
3.03
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION
The above pie chart shoes that hidden charge applied by the bank.
In above chart private sector bank applied more hidden charge to public sector bank.

17) What is your overall satisfaction rating with your Bank

services?
PRIVATE NO. OF TOTAL AVG.SATISFACTIO
BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 70 3.5
HDFC 20 71 3.55
AXIS 20 65 3.25

PRIVATE BANK

3.6 3.55
3.5
3.5

3.4
AVG.SATISFICTIO
N LEVEL 3.25
3.3

3.2

3.1
ICICI AXIS HDFC

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
SBI 20 70 3.5
PNB 20 74 3.7
BOB 20 66 3.3

PUBLIC BANK

3.7
3.7

3.6 3.5
3.5
AVG.
SATISFICTION 3.4 3.3
LEVEL
3.3

3.2

3.1
SBI PNB BOB

BANKS AVG. SATISFACTION

LEVEL
PRIVATE SECTER BANK 3.43
PUBLIC SECTERBANK 3.5
 AVG.SATISFICTION LEVEL

3.43
3.5 PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

INTERPRETATION

The above graph shoes that the overall satisfaction level of the customer.
In above chart public sector bank customer more satisfied to private sector bank.
PNB and HDFC bank customer more satisfied towards banking system.

18) If you want to open a new account, which sector bank would you
prefer?

BANKS OPEN NEW ACCOUNT

PRIVATE SECTER BANK 48
 PUBLIC SECTERBANK 72

72
80
70
60 48
50
40
30
20
10
0
PUBLIC SECTOR BANK PRIVATE SECTOR BANK

INTERPRETATION
The above chart represents the no. of respondent who willing the open on his/her
account in public and private bank.
The no. of respondent in public sector bank is 72 it means 60%.and the no. of
respondent of private sector are 48. It means 40% are will the open his /her account
in this bank.

LITERATURE REVIEW

Public and private sector banks and their study shows that quality gap between
expectations A study on of

consumers and perceptions of service delivered is highest in public sector banks and
lowest in
private sector banks Another study found out that public sector banks are better than
private
sector banks. Other studies and their findings are given below

Sachin Mittal & Rajnish Jain (2013)-This paper is basically a literature review of
banking industry and
effect of IT based services on customer satisfaction. The study highlights customer
satisfaction
levels among young customers in banking industry. A survey indicates the gaps
between

customer’s expectations and perception with respect to IT based banking services.

Findings
indicated need to improve the IT based services for enhancing customer satisfaction

Kumbhar, Vijay (2014)- It examined the relationship between the demographics and
customers’
satisfaction in internet banking,. It also found out relationship between service
quality and
customers’ satisfaction as well as satisfaction in internet banking service provided
by the public

sector bank and private sector banks. The study found out that overall satisfaction of
employees,
businessmen and professionals are higher in internet banking service. Also it was
found that there is
significant difference in the customers’ perception in internet banking services
provided by the public and

privates sector banks. Kailash M(2015)- The paper compares public and private
sector banks in
Vijayawada city using SERVQUAL model. The findings revealed that private sector
banks have good
services to customers and they retained customers by providing better facilities. The
study finds out

importance of new products and services for banks for retaining customers.

The studies mentioned above clearly points out to the importance of having a
structured study on
this where banks in different categories are compared with respect to the service
quality aspect which will

help them to find out their core competencies and to capitalize on them and at the
same time find out the
areas where they can improve. This is the major aim of my thesis

LIMITATIONS

➢ Number of respondents was 120, so the survey does not

represent the whole Uttar Pradesh.
➢ Limited time period.
➢ Problem in communicating with the respondents.
➢ Limited knowledge about the subject work as a hindrance in
analyzing the report.
 SUGGESTIONS

➢ In private bank should improve your timing and no. of working hours.

➢ In public sector bank BOB should improve your working culture because it’s
working culture very low.

➢ In public bank respondent is less satisfied to paper work and other facilities of
before loan sanction so it improve your loan sanction facilities and should less
the paper work and other facilities.

➢ Private sector bank have less then branches and lack of location so its improve
there no. of branches and location.
➢ Private sector bank should improve their customer care unit and use mostly in
Hindi language.

➢ Query handling activity is low the public sector bank so it should improve.

CONCLUSIONS

➢ Factor affecting the choice of bank.

➢ Public sector bank customers are satisfied towards timing and working
hours of their bank.

➢ Customer care facilities better is public sector bank.

BIBLIOGRAPHY
 ➢ Research Methodology (Methods and Techniques) – C.R. KOTHARI
➢ www.bank of baroda.com
➢ www.sbi.com
➢ www.hdfc.com
➢ www.axisbank.com
➢ www.icici.com
➢ www.pnb.com
➢ www.google.com

QUESTIONNAIRE

SUBJECT: CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS

AND PRIVATE SECTOR BANKS IN UTTAR PARDESH

Dear Sir/Madam,

I am conducting a study on how people perceive the services of public and private
sector banks in Uttar Pradesh, and I would greatly value your input!
This is an opportunity to share your experiences—what you appreciate, what could
improve, and how banks meet your needs (or don't). Your feedback will be
incredibly helpful in understanding customer priorities and improving banking
services.

The survey will only take a few minutes, and all responses will remain confidential.
You can reply to this message or contact me at [Your Contact Info].

Thank you so much for your time and thoughts!

Best regards;

(SIDDHARTH KUMAR RAO)

Please provide your kind support in filling up the questionnaire.

Please mark ( √ ,O) where applicable:

Personal Information:

Age group (in years): (1) under 25 (2) 25 – 35 (2) 35 – 45

(3) above 45
Sex: (1)Male (2) Female
Occupation:…………………………………………………………………………
…………………....
Contact No.
…………………………………………………………………………………………
………
Income: monthly (in thousands) (1) less then 10 (2) 10-- 20 (3) 20-30
(4) Morn then 30
Address:
…………………………………………………………………………………………
……………………………………… …………………
 1) In which bank sector you have your account?
(1)  PRIVATE BANK (2)  PUBLIC BANK
2) In which Bank/ Banks do you have account?
(1) ICICI (2) HDFC (3)AXIS BANK (4) SBI (5) BOB
(6) PNB

3) From how long do you have account in your bank?
(1) Less than 2 years (2)  2 to 5 years (3) 5 to 10 years (4) 
More ‘ than 10 years
4) Which type of account do you have
(1) Current Account (2) Saving Account (3) Others

SCALE OF RATING ;1= HIGHLY SATISFIED, 2 =DISSATISFIED, 3=

AVERAGE, 4 =SATISFIED, 5= HIGHLY SATISFIED.
5) How much you are satisfied with the timing and working hours, provide your
banks.

1 2 3 4 5
6) How do you rate the deposits and withdraw activity of your bank?
1 2 3 4 5

7) How do you rate the customer unit of your bank?

1 2 3 4 5
8) How do you rate your bank's variety of financial products?

1 2 3 4 5
9) How do you rate the query handling of your bank?
1 2 3 4 5

10) Are you satisfied with the loan paperwork and formalities?
1 2 3 4 5
 11) How do you rate the loan facilities provide of your bank?
1 2 3 4 5

12) How do you rate the ATM service provide by your bank?
1 2 3 4 5
13) How do you rate the behaviors of employe of your bank?

1 2 3 4 5
14) How do you rate the no. of branches of your bank in Uttar Pradesh?
1 2 3 4 5
15) Rank in which area your bank should improve?
(1) Working culture (2) Timing (3) Facilities (4) Others____
16) How do you rate the hidden charge applied by your bank?

1 2 3 4 5
17) What is your overall satisfaction rating with your bank?
1 2 3 4 5
18) If you want to open a new account, which sector bank you perfer?

(1) Public (2) Private