International Journal of Development in Social Sciences and Humanities

This study attempts to investigate the relationship between service quality, overall customer satisfaction, and behavioral intentions across public and private banks in India. The findings indicated that service quality is a significant determinant of customer satisfaction in There are many indexes measuring customer satisfaction and Indian Customer Satisfaction Index is one of the main measures used for cross-industry benchmarking of organizations across the banking sector. The paper studies whether the net profit and closing stock of a bank act as a factor in improving customer satisfaction. The study shows that for the top nine Indian banks that are taken under study, net profit and closing stock have no effect on customer satisfaction. There are many other factors beyond the profit and share value in improving customer satisfaction. Keywords: Indian banking sector, ICSI, ACSI, customer satisfaction, spearman ranked correlation, share value, net profit. Globalization refers to the spread of the flow of financial products, goods, technology, information, and jobs across national borders and cultures. In economic terms, it describes an interdependence of nations around the globe fostered through free trade.