2025, Vol. 8, Issue 2

author(s)
Kavita and Manju Bala

abstract
The banking industry is currently experiencing a challenging period. The banking sector has been significantly impacted by the government's demonetization policy. This industry contributes significantly to a nation's economic growth, but it faces enormous obstacles because of rising competition, technological advancements, shifting consumer demands, and governmental policies. A bank must meet its customers' needs in this cutthroat and rapidly evolving world. Customers' levels of satisfaction must be closely monitored. The secret to keeping customers around for a longer time is to keep them satisfied. For customer satisfaction and customer retention, banks must develop policies and strategies. Getting new customers is more expensive than keeping existing ones. The banks spent a great deal of time and energy creating policies aimed at satisfying their customers. The purpose of the study was to compare the customer satisfaction scores of SBI with HDFC Bank, a private sector bank (Public Sector Bank). The study will help develop new customer-related regulations as it will offer information on the differences in customer satisfaction levels between banks and the banking industry. The study concentrated on HDFC and SBI banks in Haryana.