A Study on Customer Satisfaction Towards Public Sector Banks Services with Reference to Cuddalore District

Abstract

Customer satisfaction has emerged as a crucial factor in determining the success and sustainability of banking institutions, particularly in a highly competitive and technology-driven environment. Public sector banks play a significant role in providing financial services to diverse customer groups across urban and rural areas. This study aims to examine the level of customer satisfaction towards the services offered by public sector banks in Cuddalore District, Tamil Nadu. The research focuses on evaluating customer perceptions regarding key service quality dimensions such as reliability, responsiveness, assurance, empathy, and tangibility. The study is based on primary data collected from 384 respondents using a structured questionnaire with a five-point Likert scale. A descriptive research design was adopted, and the collected data were analyzed using statistical tools such as percentage analysis, mean score, chi-square test, and correlation analysis. The findings reveal that most customers are satisfied with the reliability and assurance provided by public sector banks, while moderate dissatisfaction exists in areas such as responsiveness and technological services due to delays and service inefficiencies. The study concludes that although public sector banks in Cuddalore District maintain a satisfactory level of customer trust, there is a need for continuous improvement in service delivery, staff behavior, and digital banking facilities to enhance overall customer satisfaction. The results of this study will help bank management and policymakers develop strategies to improve service quality and strengthen customer relationships