The document compares customer satisfaction between public sector bank OBC and private sector bank RBL based on survey analysis. The survey shows that while both banks provide good branch services, OBC customers are more satisfied with security and safety of funds. RBL customers are disappointed by the lack of ATMs in their locality. Customers of OBC feel the bank better meets its promises and commitments compared to RBL. RBL also needs more customer education on its social services. Staff behavior and error-free transactions are rated better at OBC than RBL.

1. Customer Satisfaction on Public and
Private Bank of India
BY STRONGTIES

2. PUBLIC SECTOR BANK
PRIVATE SECTOR BANK

3. 1943
Rai Bahadur
Lala Sohan Lal
Acquisitio
n
Revenue
₹11457.17 crores
Net Income
₹1134.68

4. 1943
Scheduled Bank
Bought a part of
RBS
Net Income
₹207 crores
Revenue
₹2356.50 crores

5. CUSTOMER SATISFACTION

6. SURVEY ANALYSIS
RBL Bank
0
10
20
30
40
50
60
70
1
2
3 0
10
20
30
40
50
60
70
Efficient
Branch
ATM`s
Services
Internet&
Mobile
Reliability
and trust
Transaction
alert
1
2
3
4
5
OBC Bank

7. 0
10
20
30
40
50
60
Availabity ofATM Branch timings App mobile banking
Analysis
OBC RBC Column1

8. 0
10
20
30
40
50
60
70
80
90
100
Security and Privacy Online fund transfer Innovative ideas Customer Education
Chart Title
OBC RBL Column1

9. Final Findings
• Both the banks are providing good branch services but customers of are
OBC more satisfied with safety of funds, security & in RBL has clean
ambience.
• Customer of RBL bank are disappointed with the non availability of the
ATMs in their locality therefore they have to come more to branches for
simple transactions of cash withdrawal.
• Customers of OBC are more satisfied with the bank service of meeting
promises and commitments than the customer of RBL.
• RBL is not able to aware its customers that is why some customer are not
aware about the social services that the bank is doing.
• It has been found that staff behavior and error free transaction services is
more good in OBC than RBL.

10. CONCLUSION