A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN PUBLIC AND PRIVATE SECTOR BANKS FOR HOME LOAN SERVICES IN THE MARATHWADA REGION

It has been considered in the study that customer satisfaction, which, by home loan services provided by public and private sector banks, is seen as an important factor, and the research intends to support initiatives like Viksit Bharat 2047, where key influencing factors, such as interest rates, processing time of loans, and customer service quality, are found to be important in determining satisfaction of customers, as well as preferences of customers, and brand reputation and accessibility are factors that should also be considered.Data collection through surveys, which were structured, and the customers who had taken home loans were surveyed, is done. A quantitative approach has been adopted, and statistical tools, by which analysis was done, were used to identify patterns and trends. The satisfaction levels were compared and analyzed among selected banks. In the public sector banks, interest rates and processing time for loans were the driving force for customer satisfaction, while in the private sector banks, service quality and accessibility are given more importance. A relatively high gap was identified in the customers perception regarding service quality in urban and rural areas. Also, a significant gap has been observed in the perception regarding service quality by customers in urban areas and rural areas, which indicates that the technology adoption, could make public sector banks more competitive.

4. Originality/Value:Insightshave been provided by the researcher, focusing on the Marathwada region. Public and Private sector banks can use the findings for enhancing customer services. The study contributes, by addressing specific preferences and needs of customers, toward financial inclusion and economic development, for achieving the broader goal of nation development.