PROJECT REPORT
ON
“CONSUMER PERCEPTION AND ATTITUDE TOWARDS PUBLIC AND PRIVATE
SECTOR BANKS”
SUBMITTED TO
UNIVERSITY OF MUMBAI
IN PARTIAL FULFILMENT OF REQUIREMENT
FOR THE DEGREE OF
BACHELOR OF MANAGEMENT STUDIES
SUBMITTED BY
Mr. KARAN CHAVAN
T.Y.B.M.S SEMESTER VI
ROLL NO: 237606
UNDER THE GUIDANCE OF
Mrs. KANCHANA SATTUR.
MULUND COLLEGE OF COMMERCE (AUTONOMOUS), (MCC)
COLLEGE MARG, MULUND (WEST)
MUMBAI, 400080
ACADEMIC YEAR: 2023-2024
PROJECT REPORT
ON
“CONSUMER PERCEPTION AND ATTITUDE TOWARDS PUBLIC AND PRIVATE
SECTOR BANKS”
SUBMITTED TO
UNIVERSITY OF MUMBAI
IN PARTIAL FULFILMENT OF REQUIREMENT
FOR THE DEGREE OF
BACHELOR OF MANAGEMENT STUDIES
SUBMITTED BY
Mr. KARAN CHAVAN
T.Y.B.M.S SEMESTER VI
ROLL NO: 237606
UNDER THE GUIDANCE OF
Mrs. KANCHANA SATTUR.
MULUND COLLEGE OF COMMERCE (AUTONOMOUS), (MCC)
COLLEGE MARG, MULUND (WEST)
MUMBAI, 400080
ACADEMIC YEAR: 2023-2024
DECLARATION
I, Mr. KARAN CHAVAN, of Mulund College of Commerce, T.Y.B.M.S hereby declare that
I have completed this project on “CONSUMER PERCEPTION AND ATTITUDE
TOWARDS PUBLIC AND PRIVATE SECTOR BANKS” during the academic year 2023-
2024 and the information given in this project is true and original to the best of my
knowledge.
DATE:
PLACE: MUMBAI SIGNATURE OF THE STUDENT
Parle Tilak Vidyalaya Association’s
MULUND COLLEGE OF COMMERCE
(AUTONOMOUS)
NAAC “A” Grade Re-accredited
2004, 2011, 2016 (3 Cycles)
DEPARTMENT OF MANAGEMENT STUDIES
CERTIFICATE
This is to certify that the project entitled
“……………………………………………………………………….”
undertaken at PTVA’s MULUND COLLEGE OF COMMERCE by
Mr./Ms……………….., Seat no. …………..submitted black book in
partial fulfillment of B.M.S degree (Semester VI) Examination has
successfully completed all the phases of the project under my
supervision during the academic year 2023– 2024.
Project Guide Co-ordinator Principal
Date: External Examiner
College Seal
ACKNOWLEDGEMENT
It gives me an immense pleasure to present this project on “CONSUMER PERCEPTION
AND ATTITUDE TOWARDS PUBLIC AND PRIVATE SECTOR BANKS” in front of
you.
I would like to thank our Principal DR. SONALI PEDNEKAR. I would also like to thank
our B.M.S. Co-ordinator DR. VIJI KANNAN and my project guide MRS. KANCHANA
SATTUR for assisting me throughout my project preparation.
I am also grateful to my superiors and colleagues at Mulund College of Commerce for
providing me with a wonderful learning experience.
I would thank the non-teaching staff and library staff of our college and my friends who have
directly or indirectly contributed their valuable time and helped me to complete this project.
_________________________
SIGNATURE OF STUDENT
EXECUTIVE SUMMARY
The study of consumer perception and attitude towards public and private sector is mainly
about the comparison between public and private sector banks. In which in my studies I have
just compared both banks in the research.
This study investigates consumer perceptions and attitudes toward public and private sector
banks. Key findings reveal that public sector banks are generally trusted for their government
backing, while private sector banks are perceived as innovative and customer-centric. Private
banks excel in service quality, technology adoption, and personalized experiences, while public
banks benefit from wider accessibility and stability perceptions. Recommendations include
public banks improving technology adoption and customer relationship management, and
private banks emphasizing financial stability and considering physical expansion. Addressing
these factors will enable both sectors to meet evolving consumer expectations and enhance
competitiveness in the banking industry.
This research delves into consumer sentiments regarding public and private sector banks,
uncovering nuanced perceptions and preferences. Public sector banks are esteemed for their
trustworthiness with government backing, while private counterparts excel in innovation,
superior service quality, and personalized customer experiences. Accessibility favours public
banks due to a widespread branch network, while private banks leverage technology for
convenience. The study suggests improvements for public banks in technology adoption and
customer relationship management, as well as diversification of product offerings. Private
banks are recommended to emphasize financial stability and explore physical expansion.
Addressing these insights will enable both sectors to better align with changing consumer
expectations and foster competitiveness within the dynamic banking industry.
This comprehensive study dissects the consumer landscape, scrutinizing attitudes towards
public and private sector banks. Public banks, buoyed by government support, are perceived as
trustworthy, particularly in terms of stability. Meanwhile, private banks carve a niche with
innovative services, superior technology, and personalized customer engagement. The
dichotomy extends to accessibility, where public banks dominate through an extensive branch
network, while private banks leverage technology for a more convenient customer experience.
Recommendations for public banks include technological upgrades and enhanced customer
relationship management, while private banks are advised to communicate financial stability
and explore physical expansion. By addressing these nuanced dynamics, both sectors can adapt
to evolving consumer expectations and fortify their positions in the dynamic banking industry.
This in-depth analysis navigates the intricate landscape of consumer sentiments surrounding
public and private sector banks. Public banks earn credibility due to government backing,
fostering trust and stability perceptions. In contrast, private banks carve their niche with
innovation, top-notch service, and personalized customer interactions. Accessibility dynamics
favour public banks with an extensive branch network, while private banks leverage technology
for heightened convenience. Recommendations for public banks include a technological
facelift and bolstered customer relationship management, whereas private banks are
encouraged to amplify communication on financial stability and explore physical expansion.
Embracing these strategic shifts enables both sectors to adeptly respond to evolving consumer
expectations, fortifying their competitiveness in the dynamic banking arena.
TABLE OF CONTENT
SR. NO. CHAPTER NAME PAGE NO
1.0 Introduction to consumer perception and attitude
towards public and private sector banks
1.1 Introduction of public and private sector banks 1-1
1.2 Meaning of public and private sector banks 1-2
1.3 Name of public sector banks 2
1.4 Names of private sector banks 3-4
1.5 Advantages of public sector banks 4
1.6 Disadvantages of public sector banks 5-6
1.7 Advantages of private sector banks 6
1.8 Disadvantages of private sector banks 6-7
1.9 Characteristics of services provided by the public and 8-9
private sector banks to customers.
1.10 Customers’ needs and wants towards the public and 9
private sectors banks.
1.11 Banking services in India 9-10
1.12 Banking factors in developed and developing countries 10
1.13 Customer satisfaction model 10-11
1.14 Service quality of public sector banks 11-12
1.15 Service quality of private sector banks 12-13
1.16 Outcomes of public sector banks 13-14
1.17 Outcomes of private sector banks 14-15
1.18 Relationship between service quality and customer 15-16
satisfaction
1.19 Service quality and dimensions of the public and private 16-17
sector banks
1.20 Some Indian evidence for service quality of public and 17-18
private sector banks
1.21 Objectives of public and private sector banks 18-19
1.22 Overview of banking sector in India 19
1.23 Types of public sector banks in India 19-20
1.24 Types of private sector banks in India 20-21
2.0 Review of Literature 22-30
3.0 Research Methodology
3.1 Introduction 31
3.2 Research Objectives 31-32
3.3 Statement of Problem 32
3.4 Significance of the study 32-33
3.5 Need of the study 33
3.6 Limitation of the study 33
3.7 Hypothesis of the study 34
3.8 Research Design 35
3.9 Research Methodology 35
4.0 Data Analysis and Interpretation 36-61
5.0 Findings & Conclusion
5.1 Findings 32
5.2 Summary of Hypothesis 63
5.3 Suggestions 34
5.4 Conclusion 65
Reference
Bibliography
Annexures
REFERENCE
1. Arpita Khare (2011) Consumer perception and attitude towards public and private
sector banks a study of service quality- Inc. services and operational Management
10(2) pp. 199-255.
2. M.E. Doddaraju (2013) a study on customer satisfaction towards public and private
sector banking service- a journal of management and business studies3(3) pp. 287-
294.
3. Dr Pawan Kumar (2021) Consumer Perception and Attitude towards Public and
Private Sector Banks: A Comparative Study- Indian journal of commerce &
Management studies 8(6) pp. 4797-4808.
4. Kesari Kumar and Nitin Gupta (2016) consumer Perception and Attitude towards
Public and Private Sector Banks: A Comparative Study a journal information of
finance and management 3(4) pp. 224-879.
5. Prabhjot Kaur Mahal (2012) a comparative analysis of public and private sector
banks in India- Information and Knowledge Management2(3) pp. 2224-896.
6. Ravy K. Dhar and Viggo Kushwaha (2003) a comparative study between consumer
perception and attitude towards public and private sector banks-Department of applied
Economics 2(3) pp. 2277-2145.
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banks in India-Journal finance and marketing 2(3) pp. 113-117.
8. Maya Basant Lohani and Dr Pooja Bhatia (2012) a service quality of public and
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Sector Banks: A Comparative Study- Indian journal of commerce & Management
studies 2(2) pp. 2229-5674.
10. Nidhi Singh and Neena Sneha (2016) a comparative analysis of public and private
sector banks-FIIB Business Reviews 5(2) pp. 1020-1024.
11. Dr Manoj P.K. (2013) a comparative study between consumer perception and
attitude towards public and private sector banks-Department of applied Economics
2(3) pp. 2277-8179.
12. Uma Shankar Mishra (2010) a comparative study between consumer perception and
attitude towards public and private sector banks- international research journal of
finance and economics. Research journal of finance and Economics 5(9) pp. 1450-
2887.
13. Kalyan Kumar Sahoo (2010) a comparative study between public and private sector
banks. Service quality assessment. -Journal of social science 2(16) pp. 751-030.
14. Aseem Mathur (2014) A study consumer trends towards public and private sector
banks-pacific business review 7(6) pp. 253-623.
15. Rajeev Kumar & Anil Mittal (2015) A study of customer satisfaction and service
quality of selected public and private sector banks- Global general of management
and business research 5(1) pp. 2249-4588.
BIBLOGRAPHY & WEBLIOGRAPHY
1.https://www.google.com/url?q=https://www.academia.edu/11561323/Consumer_Perception
_towards_public_sector_and_private_sector_Banks&sa=U&ved=2ahUKEwjYv7qcseSEAxW
nsFYBHQI4By8QFnoECBAQAQ&usg=AOvVaw1qvsN-3NP7a8jRHgQKkVMi
2.https://iaeme.com/MasterAdmin/Journal_uploads/IJM/VOLUME_7_ISSUE_6/IJM_07_06
_009.pdf
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d=2ahUKEwiEsrP-
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4.https://www.google.com/url?q=https://ijamtes.org/gallery/126.%2520oct%2520ijmte%2520
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%25201093.pdf&sa=U&ved=2ahUKEwjP5aDQteSEAxUms1YBHQNkDOEQFnoECA8QA
Q&usg=AOvVaw32RQQuzcSnc1yJ8SAtMpx9
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public-and-private-sector-banks-project-report-pdf
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TOMER%27S_PERCEPTION_AND_SATISFACTION_TOWARDS_SERVICES_OF_PUB
LIC_PRIVATE_SECTOR_BANKS&sa=U&ved=2ahUKEwjlnrXGtuSEAxW6r1YBHQPsCu
IQFnoECA4QAQ&usg=AOvVaw3aUeayCEkynSKSAoUGwJBN
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AxWHklYBHQu0AuIQFnoECBoQAQ&usg=AOvVaw3hMxqt275AU5rLrFLgUlg8
ANNEXURE
QUESTIONNAIRE
1. Name:
2. Mail:
3. Age
a. a)18-25
b. b)26-35
c. c)36-45
d. d)45+
4. Gender
a. Male
b. Female
c. Other
5. What is your educational qualifications?
a. High School or below
b. Master’s Degree
c. Bachelor's Degree
d. Ph.D. or above
6. What is your occupation?
a. Student
b. Employed (Full-time)
c. Self-employed
d. Unemployed
7. How long have you been banking with [Public/Private] sector banks?
a. Less than 1 year
b. 1-5 years
c. 5-10 years
d. More than 10 years
8. How frequently do you visit your bank branch?
a. Daily
b. Weekly
c. Monthly
d. Rarely
9. What factors influence your choice between a public and a private sector bank?
a. Interest rates
b. Reputation
c. Customer service
d. Accessibility
10. How do you perceive the level of trustworthiness in public sector banks compared to
private sector banks?
a. Public sector banks are more trustworthy
b. Private sector banks are more trustworthy
c. Both are equally trustworthy
d. Not sure
11. How would you rate the overall service quality of [Public/Private] sector banks?
a. Excellent
b. Good
c. Average
d. Poor
12. Which bank provides better customer service in your opinion?
a. Public sector bank
b. Private sector bank
c. No difference
13. How satisfied are you with the digital banking services provided by [Public/Private]
sector banks?
a. Very Satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Very Dissatisfied
14. To what extent do you think public sector banks contribute to economic development
compared to private sector banks?
a. Public sector banks contribute more
b. Private sector banks contribute more
c. Both contribute equally
d. Not sure
15. Do you think [Public/Private] sector banks are equally innovative in adopting new
technologies?
a. Yes
b. No
c. Unsure
16. How confident are you in the security of your transactions with [Public/Private] sector
banks?
a. Very confident
b. Confident
c. Neutral
d. Not confident
e. Not confident at all
17. In your experience, which type of bank offers better loan options and interest rates?
a. Public sector banks
b. Private sector banks
c. Both are equal
d. I don't have a loan
18. Which bank offers better interest rates on savings accounts and loans?
a. Public sector bank
b. Private sector bank
c. Both banks
d. No difference
19. To what extent do you believe public sector banks are more aligned with social
responsibility compared to private sector banks?
a. Public sector banks are more aligned
b. Private sector banks are more aligned
c. Both are equally aligned
d. Not sure
20. In your opinion, which bank provides more innovative and tailored financial products?
a. Public sector bank
b. Private sector bank
c. Both banks
d. No difference
21. How accessible do you find branches and ATMs of [Public/Private] sector banks?
a. Very accessible
b. Accessible
c. Neutral
d. Inaccessible
22. What is your perception of the level of innovation in services offered by public sector
banks compared to private sector banks?
a. Public sector banks are more innovative
b. Private sector banks are more innovative
c. Both are equally innovative
d. Not sure
23. Do you think [Public/Private] sector banks are equally accessible in rural and urban
areas?
a. Yes
b. No
c. Maybe
24. Do you think public sector banks are more or less bureaucratic compared to private sector
banks?
a. More Bureaucratic
b. Less Bureaucratic
c. Both are equally bureaucratic
d. Not sure
25. In your opinion, how well do public sector banks adapt to changing economic conditions
compared to private sector banks?
a. Public sector banks adapt better
b. Private sector banks adapt better
c. Both adapt equally
d. Not sure
