Customer Satisfaction and the moderating effect of Demographics in Public Sector Banks

Abstract

The purpose of conducting this research was to explore the customer satisfaction in the public sector banks. The moderating effect of various demographic and situational factors was taken into consideration. This research was mainly based on primary data which had been collected through a well-structured questionnaire The questionnaire had been distributed to 300 respondents. This paper makes a useful contribution as there are very low number of studies that have been conducted in India on such dimensions. This research showed that the customer satisfaction varies from person to person and, bank managers need to conduct more researches in order to evaluate it more strongly. Keywords: Customer Satisfaction, demographics, Public Banks.