A Study on Customer Satisfaction Towards Public Sector Banking Services in Chennai

Abstract : The performance of public sector banks is significantly influenced by customer satisfaction. which are essential for economic development and financial inclusion. This study examines customer satisfaction towards public sector banking services in Chennai, focusing on service quality, digital banking, and customer support. Both primary and secondary data are used in the descriptive and analytical design of the study. Primary data were collected from 100 public sector bank customers through a structured questionnaire. The findings show that most customers are satisfied with the bank's reputation, ATM services, fund transfer efficiency, and grievance redressal mechanisms. However, issues such as long queues, occasional service delays, and limited staff during peak hours were identified. The study concludes that improving digital services and service efficiency can further enhance customer satisfaction and loyalty.