Today the Indian banking sector is adopting technology at a much faster speed than any other sector. Today every bank uses technology to serve its customers well and thereby ensure that customers do not shift to competing bank. Today banks have realized that cost of attracting a new customer is very high hence retaining existing customers becomes all the more important. Therefore it is observed that clients have become more demanding and expect convenience banking platforms. The assumption in society is that private sectors because of lean structure would have taken significant actions and that public sector because of bureaucratic and mammoth organization structure would be found to be lagging in creating the atmosphere for customer satisfaction. The current research paper attempts to make a comparative analysis of level of customer satisfaction attained towards services provided by public and private sector banks. The study has been conducted in shimoga city. This study is based on questionnaire method using a sample of 160 customers drawn from convenient sampling method. This study reveals that private sector banks are chosen by majority of the customer as they are giving thrust on relationship building with their clients and are better equipped with convenience banking infrastructure and mindset as compared to public sector banks.

Customer satisfaction, convenience banking infrastructure, service quality, bank’s performance