Customer Perception Towards Public Sector and Private Sector Banks Value Added Services of in Trichy District

Abstract

This study focuses on customer perception of value-added services offered by public and private sector banks in Trichy district. The main aim is to study customer satisfaction with selected banking services. The study covers services such as internet banking, mobile banking, UPI transactions, SMS alerts, debit cards, and credit cards. It compares the services provided by public and private sector banks. The study uses a proportionate stratified sampling method. Data were collected from 800 customers, and 780 valid questionnaires were used for analysis. The study examines customer satisfaction, service quality, accessibility, security, and ease of use. It also identifies the factors influencing customers' use of banking services. The findings will help banks understand customer needs and improve their services. Finally, the study suggests ways to enhance customer satisfaction and improve banking service delivery.