Determinants of Customer Satisfaction in Public Sector Banking: Evidence from Mahabubnagar District, Telangana

Paper ID: EIJTEM_2026_13_2_43-52

Author's Name: Mohd Arif, Dr. Prakash Khamparia

Volume: 13

Issue: 2

Year: 2026

Page No: 43-52

Abstract:

This study examines customer satisfaction with personal banking services offered by selected public sector banks in Mahabubnagar district, Telangana. Primary data were collected from 500 customers using a structured questionnaire, and statistical tools including descriptive analysis, ANOVA, chi-square, correlation, and regression were employed. The results indicate that customer satisfaction is significantly influenced by demographic factors and service quality dimensions, particularly responsiveness, assurance, and empathy. Digital banking ease of use and service availability emerged as key determinants, especially among urban customers. The study highlights the need for public sector banks to integrate digital expansion with personalized service delivery and enhanced digital literacy initiatives. The findings offer practical insights for improving service quality and customer experience in semi-urban and rural banking contexts.

Keywords: Customer satisfaction, Public sector banks, Service quality, Digital banking, Banking services, India

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