Paper Key : IRJ************460
Author: Shraddha Singh ,Dr.aslam Sayeed
Date Published: 14 Apr 2024
Abstract
ABSTRACT This empirical study examines Customers perception of public sector banks in Satna District, India, with a focus on the State Bank of India (SBI) and Punjab National Bank (PNB). Public sector banks play a vital role in India's banking sector, contributing significantly to financial inclusion and economic development. Understanding public perception towards these banks is essential for evaluating their performance and identifying areas for improvement. Employing a mixed-methods approach, including surveys, interviews, and personal discussions, data is collected from 300 customers, evenly distributed between SBI and PNB. The study investigates various factors influencing public perception, such as service quality, accessibility, trust, and satisfaction. Analysis of the collected data yields insights into customersattitudes, opinions, and experiences with public sector banks, highlighting strengths, weaknesses, opportunities, and threats. Findings indicate diverse levels of customer satisfaction, perceptions of service quality, and preferences for digital banking services. Additionally, customers provide valuable suggestions for enhancing the overall banking experience. By exploring the nuances of public perception towards public sector banks in Satna District, this research offers actionable insights for policymakers, bank managers, and stakeholders. The findings can inform strategic initiatives aimed at improving service delivery, fostering customer engagement, and driving positive changes in the banking sector.
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